Empathic agents to reduce user frustration: The effects of varying agent characteristics |
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| Affiliation: | 1. Departamento de Informática, Facultad de Informática y Matemática, Universidad de Holguín, Cuba;2. Departamento de Ciencias de la Computación e Inteligencia Artificial, E.T.S.I. Informática y de Telecomunicación, CITIC-UGR Universidad de Granada, 18071 Granada, Spain;1. Department of Kinesiology and Applied Health, University of Winnipeg, Canada;2. School of Medical Rehabilitation, University of Manitoba, Canada;1. Organizational Behavior & Human Resource Management, Ted Rogers School of Management, Ryerson University, 575 Bay Street, Toronto, ON M5G 2C5, Canada;2. Organizational Behavior & Human Resource Management, Joseph L. Rotman School of Management, University of Toronto, 105 St. George Street, Toronto, ON M5S 3E6, Canada;1. Auburn University, Department of Industrial and Systems Engineering, 3323 Shelby Center for Engineering Technology, Auburn, AL, USA;2. Auburn University, Department of Industrial and Systems Engineering, 3301-F Shelby Center for Engineering Technology, Auburn, AL, USA;3. Auburn University, Department of Mechanical Engineering, 3434 Wiggins Hall, Auburn, AL, USA;4. Auburn University, Department of Mechanical Engineering, 3401 Wiggins Hall, Auburn, AL, USA;5. Auburn University, Department of Industrial and Systems Engineering, 3341 Shelby Center for Engineering Technology, Auburn, AL, USA;6. Auburn University, Department of Industrial and Systems Engineering, 3304 Shelby Center for Engineering Technology, Auburn, AL, USA |
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| Abstract: | There is now growing interest in the development of computer systems which respond to users' emotion and affect. We report three small-scale studies (with a total of 42 participants), which investigate the extent to which affective agents, using strategies derived from human–human interaction, can reduce user frustration within human–computer interaction. The results confirm the previous findings of Klein et al. [Klein, J., Moon, Y., Picard, R.W., 2002. This computer responds to user frustration: theory, design and results. Interacting with Computers 142, 119–140] that such interventions can be effective. We also obtained results that suggest that embodied agents can be more effective at reducing frustration than non-embodied agents, and that female embodied agents may be more effective than male embodied agents. These results are discussed in light of the existing research literature. |
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