TY  - JOUR
T1  - Technogenic Institutional Talk in an Automated
Computer-Telephone Interviewing System
AU - Klowait, Nils Oliver 
JO  - Asian Journal of Information Technology
VL  - 16
IS  - 1
SP  - 24
EP  - 31
PY  - 2017
DA  - 2001/08/19
SN  - 1682-3915
DO  - ajit.2017.24.31
UR  - https://makhillpublications.co/view-article.php?doi=ajit.2017.24.31
KW  - Computer human interface
KW  -situated action
KW  -human-computer interaction
KW  -institutional talk
KW  -analysis
AB  - 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.
ER  -