Beyond Intelligent Interfaces: Exploring, Analyzing and creating Success Models of Cooperative Problem Solving.

摘要

Cooperative problem-solving systems are computer-based systems that augment a person's ability to create, reflect, design, decide, and reason. This work is focused on supporting cooperative problem-solving in the context of high functionality computer systems. Based on the limitations of earlier prototype systems, the authors conducted an empirical study of a success model of cooperative problem-solving between humans in a large hardware store. Insights gained are currently used in the design of integrated, domain-oriented, knowledge-based design environments that serve as a new generation of cooperative problem-solving systems. The authors' goal is to establish the conceptual foundations necessary to use the computational power now becoming available to create cooperative problem-solving systems. They explore conceptual frameworks, methodologies, and technologies to exploit the unique opportunity offered by powerful computer systems. The purpose is to augment human potential and productivity. They characterize some of their older system- building efforts, which addressed isolated aspects of cooperative problem- solving. Next, they briefly describe their application domain -- high functionality computer systems. The core of the paper discusses an empirical study analyzing a success model of cooperative problem-solving among humans as it takes places between customers and sales agents in a large hardware store. They conclude by describing the lessons learned from this study and their impact on future work.