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Bridging the Communication Gap : Conceptualizing Issues of Learnability in Using Intelligent Personal Assistants

Using intelligent personal assistants becomes part of people’s daily life. Such software assistants intend to help users access information in a timely manner via their dialogue interfaces. However, current designs may not fulfill users’ expectations because of people’s limited understanding of the capabilities and constraints of intelligent personal assistants. In this position paper, we’re aware of the issues of software learnability of potential threat of learned helplessness when users keep receiving unexpected consequences during interactions. We consider tutorial support for learning how to talk to IPAs is required in order to bridge the gap between users and the software assistants. In order to enhance learnability of the assistants, we plan to delineate a design space with strategies of learning scaffolds.