The document discusses the Natural Conversation Framework (NCF), which outlines patterns for conversational user interaction and management. It highlights conversation mechanisms like adjacency pair sequences and ways to manage dialogue through user inputs and agent responses. The framework aims to provide a structured approach for designing effective conversational experiences across various platforms.

1. Natural Conversation Framework
Conversation Management UX Patterns
Authors:
Di Pierro Davide
Impellizzeri Federico
Jalna Afridi
Mosca Sara

2. If a person says something that is not understandable, we
ask for clarification. If a person says something that we
believe to be false, we question and debate. We don’t issue
a warning signal. We don’t beep. We don’t give error
messages. We ask for more information and engage in
mutual dialogue to reach an understanding.
Norman [1988]
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3. What is conversation
Conversation is a distinctive form of natural-language
involving:
● methods for taking turns and ordering them into
sequences;
● persistence of sequential context across turns;
● actions for managing the interaction itself.
The UX designers model these mechanics through dialog
management and context persistence as humans usually
communicate.
Interaction styles:
● Web Search,
● Graphical interfaces,
● Conversational. 3/17

4. Natural Conversation Framework
What The Natural Conversation Framework
(NCF) provides a pattern language of
generic, reusable conversational UX
patterns that are platform-independent.
How
Why Natural Conversation Framework for the
design of conversational user interaction
and experience.
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5. Interaction Model
The sequence is the smallest interactive unit of conversation.
Conversation analysts have identified two types of sequences:
● adjacency pair sequences;
● storytelling sequences.
Adjacency pair is a formal term for a class of recognizable social
action pairs.
When someone does the first part of the pair, it creates an
expectation, and an obligation, for someone else to do the second
part.
Greeting - Greeting
Farewell - Farewell
Inquiry - Answer
Invitation -
Accept/Decline
...
Pairs
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6. Adjacency Pair Sequences (1/2)
These sequences are expandable, that
is, the base action pair could be
enriched with additional pairs for
purposes of conversation management.
Expansions allow turn-by-turn.
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7. Adjacency Pair Sequences (2/2)
Screening
Repeating
Eliciting
Paraphrasing
Closing
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8. Content Format Minimization Principles
The expandable sequence model requires a format for the content of the conversation.
Limit Agent Utterance to a Single Sentence or Less
Dividing informations into smaller chunks allow agent to replies coherently to user requests.
Break Paragraphs Down into Their Parts
Decouple different facets of the same concept allows agent to offers different details
granularity levels.
Let Users Control the Level of Detail
Agent replies with the shortest and most comprehensive answer. When it is required, it
provides further additional details.
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9. Pattern Quiz
The quiz pattern is a conversational UX pattern in which the agent asks the user questions
and evaluates the user’s answers.
The user can get the answer correct, incorrect, or can abort the sequence.
U: Tell me a joke
A: What can you hold
without ever touching it?
U: Stocks?
A: That’s not it.
U: A conversation?
A: That’s right!
A: Who earns a living by
driving his customers away?
U: the cable company?
A: Nope.
U: You tell me
A: A taxi driver.
U: Ahaha
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10. Conversation Navigation
Capability Check Discovering the capabilities of an agent
Repeat Request Agent must allows full or partial utterance repetitions
Paraphrase Request It provides a local help on a turn-level basis
Sequence Closer
Users should be able to close a sequence to force the
agent to move towards
Sequence Abort
When users fail to elicit an adequate response, they should
be able to abort the sequence
Conversation Closing
Users should be encouraged to close their interaction with
the system
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11. Conversation Management UX Patterns
The conversation-level management patterns are
divided into five pattern types which regard:
● opening,
● completion,
● closing
of the whole encounter.
Conversation-Level Management
C1 - Opening (Agent)
C2 - Opening (User)
C3 - Capabilities
C4 - Closing
C5 - Disengaging
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12. C1 - Opening Agent
In natural conversations, humans first secure the attention of the intended recipient and
establish that they are talking. The agent opening pattern, in which the agent talks first,
includes several components:
● minimal opening;
● direct address;
● self-identification;
● first topic;
● ...
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13. C2 - Opening User
Also users can open a conversations or
initiate opening relevant sequences.
In some use cases, the user may need to
take the first turn in the conversation (e.g. if
the agent application is already running).
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14. C3 - Capabilities
There exist two approaches for the
discoverability of the features of an agent:
1. Give a global overview at the opening;
2. Ask to the agent about what it can do.
The first approach has the disadvantage of
providing users long descriptions.
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15. C4 - Closing
Speakers do not typically just stop talking but
rather methodically and collaboratively close
down the encounter.
The pre-closing functions to check to see if the
other party wishes to continue with another topic.
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16. C5 - Disengaging
While conversation closings have a canonical
structure, there are other ways that users and agents
may disengage from each other. These
disengagements may be temporary or terminal.
Besides the user or agent simply failing to continue,
users may ask to be transferred to a human, or
users may start talking to someone else in the
room, agents may refuse to continue talking, and
more.
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17. Conclusion
These are technical knowledges about how to design users’ entry into and exit out of sessions
with your agent, using the Natural Conversation Framework.
Patterns provide a starting set for enabling several generic conversational activities and their
management at the sequence level and at the conversation level. Although they are based on
patterns of what humans naturally do in conversation, they are a simplified versions.
The patterns presented should provide a reference or starting point for many use cases,
especially for service encounters.
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