See what I'm saying? Comparing Intelligent Personal Assistant use for Native and Non-Native Language Speakers

TL;DR

This study compares how native and non-native English speakers interact with Google Assistant, revealing differences in communication strategies and preferences, and highlighting the need for tailored support for non-native users.

Contribution

It provides new insights into L1 and L2 user interactions with IPAs, emphasizing the importance of visual feedback and tailored design for non-native speakers.

Findings

L2 speakers plan utterances around linguistic limitations

L2 users prefer smartphones with visual feedback

L1 users favor smart speakers with audio feedback

Abstract

Limited linguistic coverage for Intelligent Personal Assistants (IPAs) means that many interact in a non-native language. Yet we know little about how IPAs currently support or hinder these users. Through native (L1) and non-native (L2) English speakers interacting with Google Assistant on a smartphone and smart speaker, we aim to understand this more deeply. Interviews revealed that L2 speakers prioritised utterance planning around perceived linguistic limitations, as opposed to L1 speakers prioritising succinctness because of system limitations. L2 speakers see IPAs as insensitive to linguistic needs resulting in failed interaction. L2 speakers clearly preferred using smartphones, as visual feedback supported diagnoses of communication breakdowns whilst allowing time to process query results. Conversely, L1 speakers preferred smart speakers, with audio feedback being seen as sufficient. We discuss the need to tailor the IPA experience for L2 users, emphasising visual feedback whilst reducing the burden of language production.