How Should Voice Assistants Deal With Users' Emotions?

Abstract

There is a growing body of research in HCI on detecting the users' emotions. Once it is possible to detect users' emotions reliably, the next question is how an emotion-aware interface should react to the detected emotion. In a first step, we tried to find out how humans deal with negative emotions of an avatar. The hope behind this approach was to identify human strategies, which we can then mimic in an emotion-aware voice assistant. We present a user study in which participants were confronted with an angry, sad, or frightened avatar. Their task was to make the avatar happy by talking to it. We recorded the voice signal and analyzed it. The results show that users predominantly reacted with neutral emotion. However, we also found gender differences, which opens a range of questions.CCS Concepts: • Human-centered computing → Natural language interfaces.