Comment générer de la confiance envers un agent virtuel à l'aide de ses caractéristiques ? Une étude exploratoire

Abstract

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

“…Burgoon et al (2000) show that users evaluate the utility of virtual agents more positively and manifest more favourable feelings when these are designed with anthropomorphic characteristics. In order to enhance interaction with virtual assistants and enable users to have a strong sense of social presence, defined as the subjective capacity of the medium to make people experience their interlocutor as psychologically present (Gefen and Straub, 1997, 2004), various studies suggest increasing their human likeness and reinforcing their anthropomorphism (Edlund et al, 2008; Lemoine and Chérif, 2012; Stern et al, 2006). Thus, Burgoon et al (2000) recommend that virtual assistants should be designed with specific human characteristics such as voice, gestures and facial expressions.…”

Similarity in marketing: Scope, measurement, and fields of application

“…5. Perceived similarity with an avatar is also designated by the term homophily (Lemoine and Cherif, 2012;McCroskey and Richmond, 1990). Lazarsfeld and Merton (1954) define homophily as the degree of perceived similarity between the observer and the agent observed.…”

“…This extended similarity involves an anthropomorphic view of the object compared to the individual (Nowak, 2004). Internet users tend to personify their computers (Moon, 2000), hence the tendency to socialize and humanize contacts on websites so as to enhance the online experience (Lemoine and Cherif, 2012). For this reason, relationships between consumers and avatars are studied in terms of interpersonal similarity.…”

Using Facial Expressiveness of a Virtual Agent to Induce Empathy in Users

“…This encourages the emergence of social behaviors such as shame or shyness in the users (Volonte et al, 2016). Realistic virtual agents facilitate the establishment of a trusting relationship and influence the emotional reactions of users (Chaturvedi et al, 2015;Lemoine & Cherif, 2012). The conception of a credible and realistic character also depends on behavior realism.…”