论文标题
了解使用业务文件时出现的问题
Understanding Questions that Arise When Working with Business Documents
论文作者
论文摘要
虽然越来越多地使用数字助理来帮助完成各种生产力任务，但要在商业文件的领域中使用他们的注意力减少了。为了构建可以在此域中处理用户信息需求的代理，我们必须首先了解用户在处理文档时所需的帮助类型。在这项工作中，我们介绍了两项用户研究的结果，这些用户研究表征了作者，审阅者和商业文档读者的信息需求和查询。在第一项研究中，我们使用经验抽样来在使用文档时以原位收集用户的问题，在第二个研究中，我们建立了一个人类的文档Q＆A系统，该系统为各种用户的问题提供了帮助。我们的结果对文档助手的设计具有影响，使AI与人类智能相辅相成，包括人类受访者中是否需要特定的技能或角色，以及此类系统周围的挑战。
While digital assistants are increasingly used to help with various productivity tasks, less attention has been paid to employing them in the domain of business documents. To build an agent that can handle users' information needs in this domain, we must first understand the types of assistance that users desire when working on their documents. In this work, we present results from two user studies that characterize the information needs and queries of authors, reviewers, and readers of business documents. In the first study, we used experience sampling to collect users' questions in-situ as they were working with their documents, and in the second, we built a human-in-the-loop document Q&A system which rendered assistance with a variety of users' questions. Our results have implications for the design of document assistants that complement AI with human intelligence including whether particular skillsets or roles within the document are needed from human respondents, as well as the challenges around such systems.
