COMMUNICATIVE ACTS FOR EXPLANATION GENERATION

Knowledge-based systems that interact with humans often need to define their terminology, elucidate their behavior or support their recommendations or conclusions. In general, they need to explain themselves. Unfortunately, current computer systems, if they can explain themselves at all, often generate explanations that are unnatural, ill-connected or simply incoherent. They typically have only one method of explanation which does not allow them to recover from failed communication. At a minimum, this can irritate an end-user and potentially decrease their productivity. More dangerous, poorly conveyed information may result in misconceptions on the part of the user which can lead to bad decisions or invalid conclusions, which may have costly or even dangerous implications. To address this problem, we analyse human-produced explanations with the aim of transferring explanation expertise to machines. Guided by this analysis, we present a classification of explanatory utterances based on their content and communicative function. We then use these utterance classes and additional text analysis to construct a taxonomy of text types. This text taxonomy characterizes multisentence explanations according to the content they convey, the communicative acts they perform, and their intended effect on the addressee's knowledge, beliefs, goals and plans. We then argue that the act of explanation presentation is an action-based endeavor and introduce and define an integrated theory of communicative acts (rhetorical, illocutionary, and locutionary acts). To illustrate this theory we formalize several of these communicative acts as plan operators and then show their use by a hierarchical text planner (TEXPLAN-Textual EXplanation PLANner) that composes natural language explanations. Finally, we classify a range of reactions readers may have to explanations and illustrate how a system can respond to these given a plan-based approach. Our research thus contributes (1) a domain-independent taxonomy of abstract explanatory utterances, (2) a taxonomy of multisentence explanations based on these utterance classes and (3) a classification of reactions readers may have to explanations as well as (4) an illustration of how these classifications can be applied computationally. © 1992.