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An Indian American researcher-led team has found that giving human touch to chat bots like Apple Siri or Amazon Alexa may actually disappoint users.[br][br][br]
[br][br]An Indian American researcher-led team has found that giving human touch to chat bots like Apple Siri or Amazon Alexa may actually disappoint users. Just giving a chat bot human name or adding human-like features to its avatar might not be enough to win over a user if the device fails to maintain a conversational back-and-forth with that person, according to S. Shyam Sundar, Co-director of Media Effects Research Laboratory at Pennsylvania State University. "People are pleasantly surprised when a chat bot with fewer human cues has higher interactivity," said Sundar.[br][br]"But when there are high human cues, it may set up your expectations for high interactivity - and when the chat bot doesn`t deliver that - it may leave you disappointed," he added. In fact, human-like features might create a backlash against less responsive human-like chat bots.[br][br]During the study, Sundar found that chat bots that had human features -- such as a human avatar -- but lacked interactivity, disappointed people who used it.[br][br]However, people responded better to a less-interactive chat bot that did not have human-like cues.[br][br]High interactivity is marked by swift responses that match a user`s queries and feature a threaded exchange that can be followed easily.[br][br]According to Sundar, even small changes in the dialogue, like acknowledging what the user said before providing a response, can make the chat bot seem more interactive.[br][br]Because there is an expectation that people may be leery of interacting with a machine, developers typically add human names to their chat bots -- for example, Apple`s Siri -- or programme a human-like avatar to appear when the chat bot responds to a user.[br][br]The researchers, who published their findings in the journal Computers in Human Behavior, also found that just mentioning whether a human or a machine is involved -- or, providing an identity cue -- guides how people perceive the interaction.[br][br]For the study, the researchers recruited 141 participants through Amazon Mechanical Turk, a crowd-sourced site that allows people to get paid to participate in studies.[br][br]Sundar said the findings could help developers improve acceptance of chat technology among users.[br][br]"There`s a big push in the industry for chat bots," said Sundar.[br][br]"They`re low-cost and easy-to-use, which makes the technology attractive to companies for use in customer service, online tutoring and even cognitive therapy -- but we also know that chat bots have limitations," he added.[br][br]Source : zeebiz.com |
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发表于 2019-04-22 18:42:01
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