Unraveling multiparty conversations: From human interaction mechanisms to conversational agent challenges and persona design

Multiparty conversations are ubiquitous and indispensable in diverse social and collaborative contexts. However, current conversational agents (CAs) face significant challenges in effectively engaging in such interactions, particularly within text-based environments. While earlier limitations were often attributed to the inadequacies of AI models, recent advances in large language models now compel us to revisit both our understanding of multiparty conversation and the way we design CAs. This paper synthesizes findings from two complementary qualitative investigations and proposes a conceptual model for designing CAs that can genuinely participate, rather than merely function as tools or outsiders. The first study, employing retrospective think-aloud sessions (N=30) with users in text-based multiparty settings, uncovers 5 key interactional mechanisms (e.g., Turn-taking Management, Presence Management) that underpin successful human-human multiparty interactions, derived from participants’ articulated perceptions and reasoning. Subsequently, the second study, through semi-structured interviews (N=15), identifies user expectations for CA integration and key traits (e.g., proactivity, social authenticity) that shape an ideal CA persona perceived by users as a genuine participant. Drawing from these human-centric insights, we then derive design considerations, aiming to guide the development of CAs capable of more natural, effective, and socially intelligent participation in multiparty conversation.