Anthropomorphic virtual assistants and the reactions of Internet users: An experiment on the assistant’s voice

Chérif, Emna; Lemoine, Jean-François

doi:10.1177/2051570719829432

Cited by 68 publications

(49 citation statements)

References 89 publications

(163 reference statements)

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“…Eyssel et al [51] found that the effect was increased when the gender of the agent and participant matched. Chérif and Lemoine [25] found that human voices elicited greater social presence compared to synthetic voices in a website, but there was no effect on perceived trustworthiness. Chiou et al [27] found that the human voice was the most trusted and engaging, and human as well as high-quality synthetic voices were most credible.…”

Section: Anthropomorphism Humanlikeness and Natural Vs Synthetic Voicesmentioning

confidence: 98%

Voice in Human–Agent Interaction

Seaborn

Miyake

Pennefather³

et al. 2021

ACM Comput. Surv.

105

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Social robots, conversational agents, voice assistants, and other embodied AI are increasingly a feature of everyday life. What connects these various types of intelligent agents is their ability to interact with people through voice. Voice is becoming an essential modality of embodiment, communication, and interaction between computer-based agents and end-users. This survey presents a meta-synthesis on agent voice in the design and experience of agents from a human-centered perspective: voice-based human--agent interaction (vHAI). Findings emphasize the social role of voice in HAI as well as circumscribe a relationship between agent voice and body, corresponding to human models of social psychology and cognition. Additionally, changes in perceptions of and reactions to agent voice over time reveals a generational shift coinciding with the commercial proliferation of mobile voice assistants. The main contributions of this work are a vHAI classification framework for voice across various agent forms, contexts, and user groups, a critical analysis grounded in key theories, and an identification of future directions for the oncoming wave of vocal machines.

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Section: Anthropomorphism Humanlikeness and Natural Vs Synthetic Voicesmentioning

confidence: 98%

Voice in Human–Agent Interaction

Seaborn

Miyake

Pennefather³

et al. 2021

ACM Comput. Surv.

105

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“…The strategic role of the human-like brand voice in developing the brand anthropomorphic profile is indirectly supported by Chérif and Lemoine (2019), who have shown that consumers who interact with a VA with a human voice (vs a synthetic voice) have a stronger perception of the VA as a human interlocutor.…”

Section: Human-like Brand Voicementioning

confidence: 99%

Developing voice-based branding: insights from the Mercedes case

Vernuccio

Patrizi

Pastore

2020

JPBM

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Purpose By adopting a managerial perspective, this study aims to deepen how the strategic role of brand voice is conceived in the design of in-car name-brand voice assistants (NBVAs), how the brand experience based on NBVAs is designed and how the NBVA brand experience might influence customer brand engagement (CBE). The ultimate aim is to develop an interpretative theoretical framework for developing voice-based branding through NBVAs. Design/methodology/approach A qualitative research approach with the analysis of a single in-depth case study is followed: the NBVA developed in-house by Mercedes, which was the first NBVA launched in the automotive market. Findings In the design of the NBVA, a key role was assigned to the brand voice in developing the brand’s anthropomorphic profile. Driving safety, consistency with the corporate identity, human-like interaction, dynamic personalisation and connectivity emerged as the strategic criteria for designing the NBVA brand experience, which was oriented towards the pursuit of multiple CBE dimensions. Research limitations/implications Although the qualitative empirical contribution of this study differs from statistical generalisations, the research insights are analytically generalisable. The insights emerging from the study could guide future research on voice-based branding. Practical implications The results may be a useful conceptual reference for managers involved in designing brand voice and brand experience based on NBVAs. Originality/value This study is the first empirical contribution to the marketing literature about voice-based branding in an innovative experiential field, a topic that, thus, far has been poorly analysed.

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“…As VAs use natural language, interacts with users in real‐time and are characterized by human‐like attributes (such as voice), it is possible to expect that interactions with them may elicit a sense of social presence (Chattaraman et al, 2019; Chérif & Lemoine, 2019). Social presence is defined as the degree of salience of other person during an interaction (Short et al, 1976), while automated social presence is the “extent to which technology makes customers feel the presence of another social entity” (van Doorn et al, 2017, p. 1).…”

Section: Conceptual Developmentmentioning

confidence: 99%

Alexa, she's not human but… Unveiling the drivers of consumers' trust in voice‐based artificial intelligence

Pitardi¹,

Marriott

2021

Psychology and Marketing

230

192

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With the development of deep connections between humans and Artificial Intelligence voice‐based assistants (VAs), human and machine relationships have transformed. For relationships to work it is essential for trust to be established. Although the capabilities of VAs offer retailers and consumers enhanced opportunities, building trust with machines is inherently challenging. In this paper, we propose integrating Human–Computer Interaction Theories and Para‐Social Relationship Theory to develop insight into how trust and attitudes toward VAs are established. By adopting a mixed‐method approach, first, we quantitatively examine the proposed model using Covariance‐Based Structural Equation Modeling on 466 respondents; based on the findings of this study, a second qualitative study is employed to reveal four main themes. Findings show that while functional elements drive users' attitude toward using VAs, the social attributes, being social presence and social cognition, are the unique antecedents for developing trust. Additionally, the research illustrates a peculiar dynamic between privacy and trust and it shows how users distinguish two different sources of trustworthiness in their interactions with VAs, identifying the brand producers as the data collector. Taken together, these results reinforce the idea that individuals interact with VAs treating them as social entities and employing human social rules, thus supporting the adoption of a para‐social perspective.

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Anthropomorphic virtual assistants and the reactions of Internet users: An experiment on the assistant’s voice

Cited by 68 publications

References 89 publications

Voice in Human–Agent Interaction

Voice in Human–Agent Interaction

Developing voice-based branding: insights from the Mercedes case

Alexa, she's not human but… Unveiling the drivers of consumers' trust in voice‐based artificial intelligence

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