Voice CMS: updating the knowledge base of a digital assistant through conversation
This addresses knowledge management for business contexts, offering an incremental improvement by suggesting a hybrid interface to combine voice and graphical strengths.
The study tackled updating a digital assistant's knowledge base via a voice user interface (VUI) compared to a graphical CMS, finding that while VUI usability was lower overall, users preferred it for less complex tasks and content quality was comparable even for highly complex tasks.
In this study, we propose a solution based on a multi-agent LLM architecture and a voice user interface (VUI) designed to update the knowledge base of a digital assistant. Its usability is evaluated in comparison to a more traditional graphical content management system (CMS), with a focus on understanding the relationship between user preferences and the complexity of the information being provided. The findings demonstrate that, while the overall usability of the VUI is rated lower than the graphical interface, it is already preferred by users for less complex tasks. Furthermore, the quality of content entered through the VUI is comparable to that achieved with the graphical interface, even for highly complex tasks. Obtained qualitative results suggest that a hybrid interface combining the strengths of both approaches could address the key challenges identified during the experiment, such as reducing cognitive load through graphical feedback while maintaining the intuitive nature of voice-based interactions. This work highlights the potential of conversational interfaces as a viable and effective method for knowledge management in specific business contexts.