Disfluent but effective? A quantitative study of disfluencies and conversational moves in team discourse

Situated dialogue systems that interact with humans as part of a team (e.g., robot teammates) need to be able to use information from communication channels to gauge the coordination level and effectiveness of the team. Currently, the feasibility of this end goal is limited by several gaps in both the empirical and computational literature. The purpose of this paper is to address those gaps in the following ways: (1) investigate which properties of task-oriented discourse correspond with effective performance in human teams, and (2) discuss how and to what extent these properties can be utilized in spoken dialogue systems. To this end, we analyzed natural language data from a unique corpus of spontaneous, task-oriented dialogue (CReST corpus), which was annotated for disfluencies and conversational moves. We found that effective teams made more self-repair disfluencies and used specific communication strategies to facilitate grounding and coordination. Our results indicate that truly robust and natural dialogue systems will need to interpret highly disfluent utterances and also utilize specific collaborative mechanisms to facilitate grounding. These data shed light on effective communication in performance scenarios and directly inform the development of robust dialogue systems for situated artificial agents.