Approach

Within Metalogue we aim for two main types of negotiation tasks, and therefore for two main types of target users:

The Metalogue system will be used to train young entrepreneurs. Use cases will be related to educational scenarios, having as users all the young communities (more than 4000 participants) related to the Youth Parliament & the Hellenic Parliament Foundation’s educational activities and of course their teachers. The project will observe and improve the metacognitive abilities of the trainees, creating societal abilities and skills of the new generation, introducing them into the modern world issues (rules, obligations, rights, social behaviour and responsibility). The Hellenic Youth Parliament has an annual session each September where 300 students (age 15-17) are discussing several current affair issues, simulating the environment of the Hellenic Parliament’s plenary sessions. Until today more than 4.000 participants have been part of this interesting simulation community. Moreover, during the past 10 years more than 200.000 high school students have got acquainted with the program results not only from Greece and Cyprus but also from Greek communities all over the world. These communities have also their forums on the Web. Another supplementary act is that every year 60.000 students from 1600 schools visit the Hellenic Parliament. For this reason, the Hellenic Parliament Foundation has created a democracy experimental lab for young students, aiming to introduce simulation games and interactive educational platforms.

The Metalogue dialogue system will be used by call centre employees to train negotiations with customers (DialogConnection pool of end-users, in particular governmental service providers). It is designed to deliver a realistic training experience and to make it possible to give quantitative evaluations of how well a given call went. The customer service domain allows room for negotiation and is a prudent choice to test the Metalogue system. Initially, the user will select a given training exercise, whereupon the standard dialogue system (that without metacognitive abilities) will simulate a service call, itself impersonating a “customer” character with a given issue and the user will try to solve the issue. The system keeps track of variables such as number of interactions, misunderstandings and task-specific requirements (such as politeness, mentioning of related products, etc.). If the interaction goes not well, a second, the Metalogue “coach” system does interrupt and give tips to the trainee. Since the system is modular, new scenarios can be added incrementally, as well as new features such as support for additional sub-dialogue extensions adding new standard situations.