Understanding How Users Experience the Physiological Expression of Non-humanoid Voice-based Conversational Agent in Healthcare Services

Jung, Inchan; Kim, Hankyung; Lim, Youn-kyung

doi:10.1145/3461778.3462082

Cited by 1 publication

(1 citation statement)

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“…In particular, to respond to users' negative emotions that can arise from a high degree of human-likeness, researchers tried to fnd an appropriate balance between humans and machines by examining the extent to which the human-like characteristics of VCA can suitably mimic humans. For example, Jung et al [31] proposed the concept of hypothetical characteristics, VCA physiological states modeled on human health conditions, and explored the user experiences they can induce. They revealed that it could be unacceptable for VCAs to imitate all kinds of human health conditions but natural for VCAs to mimic physical states pertinent to at least the human external body parts.…”

Section: Human-like Design Of Vcasmentioning

confidence: 99%

Understanding the Negative Aspects of User Experience in Human-likeness of Voice-based Conversational Agents

Kim

Jung

Lim

2022

Designing Interactive Systems Conference

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With advances in artifcial intelligence technology, Voice-based Conversational Agents (VCAs) can now imitate human abilities, sometimes almost indistinguishably from humans. However, concerns have been raised that too much perceived similarity can trigger threats and fears among users. This raises a question: Should VCAs be able to imitate humans perfectly? To address this, we explored what infuences the negative aspects of user experience in humanlike VCAs. We conducted a qualitative exploratory study to elicit participants' perceptions and feelings of human-like VCAs through comparable video prototypes of human-agent conversation and human-human conversation. We discovered that the dialogues of the human-likeness outside of the expressed purpose of a VCA and expressions pretending to come from a human identity could lead to negative experiences with VCAs. Based on our fndings, we discussed design directions for overcoming potential issues of human imitation. CCS CONCEPTS• Human-centered computing → Empirical studies in interaction design.

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Section: Human-like Design Of Vcasmentioning

confidence: 99%