@article{MAKHILLAJIT20171616608,
    title = {Technogenic Institutional Talk in an Automated
Computer-Telephone Interviewing System},
    journal = {Asian Journal of Information Technology},
    volume = {16},
    number = {1},
    pages = {24-31},
    year = {2017},
    issn = {1682-3915},
    doi = {ajit.2017.24.31},
    url = {https://makhillpublications.co/view-article.php?issn=1682-3915&doi=ajit.2017.24.31},
    author = {Nils Oliver},
    keywords = {Computer human interface,situated action,human-computer interaction,institutional talk,analysis},
    abstract = {The study aims to conceptualize and evaluate a phone-based, natural-language-employing automated
computer-telephone interviewing system. It will be argued that the conversational agent by virtue of its
technical limitations is situated squarely within the interactional ‘uncanny valley: precisely because it exhibits
a rudimentary interactivity and can thereby mimic human agency its inability to be fully humanlike becomes a
peculiar interactive feature. The system is shown to take on the role of a highly restrictive interrogator rather
than a regular interviewer: it generates ‘institutional talk’. This is shown to be the especially the case when
users fail to recognize the system as non-human. The findings problematize the overall methodological
robustness of state-of-the-art automated surveying agents as such systems may unwittingly introduce
response biases to a supposedly impersonal surveying method. Conceptually, the study will be grounded in
suchman’s ‘situated action’ paradigm of human-computer interaction as well as Heritage’s ‘institutional talk’
within conversation analysis.}
    }