Building Trust in PRVAs by User Inner State Transition through Agent State Transition

In this research, we aim to suggest a method for designing trustworthy PRVAs (product recommendation virtual agents). We define an agent's trustworthiness as being operated by user emotion and knowledgeableness perceived by humans. Also, we suggest a user inner state transition model for increasing trust. To increase trust, we aim to cause user emotion to transition to positive by using emotional contagion and to cause user knowledgeableness perceived to become higher by increasing an agent's knowledge. We carried out two experiments to inspect this model. In experiment 1, the PRVAs recommended package tours and became highly knowledgeable in the latter half of ten recommendations. In experiment 2, the PRVAs recommended the same package tours and expressed a positive emotion in the latter half. As a result, participants' inner states transitioned as we expected, and it was proved that this model was valuable for PRVA recommendation.