拟人化设计线索的不同维度:视觉外观和对话风格如何影响用户对聊天机器人的信息披露倾向

IF 5.3 2区 计算机科学 Q1 COMPUTER SCIENCE, CYBERNETICS
Jiahao Chen , Mingming Li , Jaap Ham
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引用次数: 0

摘要

基于文本的聊天机器人被广泛用于利用用户提供的信息提供个性化服务,而拟人化设计对其有效性至关重要。然而,大多数早期研究在研究聊天机器人拟人化设计的效果时,只对拟人化线索的一个维度进行了操作。本研究调查了拟人化设计线索的不同维度如何影响用户对聊天机器人的信息披露倾向。也就是说,本研究考察了操纵视觉线索维度的视觉外观(高拟人化与低拟人化)和操纵语言线索维度的对话风格(类人与机械)对用户对聊天机器人的信息披露倾向的影响。结果显示,类人对话风格对用户的信息披露倾向有积极影响。尤其重要的是,视觉外观和对话风格对用户信息披露倾向的交互效应被发现。当聊天机器人的拟人化线索在各个维度上保持一致时,用户会报告更高的信息披露倾向。这一发现表明,当聊天机器人在两个不同的维度上表现出不一致的拟人化设计线索时,就会出现期望违背效应。此外,在对话风格与用户信息披露倾向之间的关系中,感知到的安全性被认为是一个积极的中介因素。本研究推进了有关用户对拟人化聊天机器人的信息披露倾向的研究,并强调了拟人化线索的不同维度在聊天机器人设计中的重要性。此外,研究还为聊天机器人设计者提供了实用指导。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Different dimensions of anthropomorphic design cues: How visual appearance and conversational style influence users’ information disclosure tendency towards chatbots

Text-based chatbots are widely used to deliver personalized services by leveraging user-provided information, and anthropomorphic design is crucial for their effectiveness. However, most earlier studies investigated the effects of anthropomorphic design of chatbots while manipulating only one dimension of anthropomorphic cues. The current research investigated how different dimensions of anthropomorphic design cues affect users’ information disclosure tendency towards chatbots. That is, the present study examined the effects of visual appearance (high anthropomorphism vs. low anthropomorphism), manipulating the visual cues dimension, and conversational style (human-like vs. mechanical), manipulating the verbal cues dimension, on users’ information disclosure tendency towards chatbots. Results showed positive effects of human-like conversational style on users’ information disclosure tendency. Of particular significance, an interaction effect between visual appearance and conversational style on users’ information disclosure tendency was found. Users reported a higher information disclosure tendency when the chatbot was designed with anthropomorphic cues consistent over dimensions. This finding suggested that an expectancy violation effect occurs when a chatbot exhibits inconsistent anthropomorphic design cues on two different dimensions. Besides, perceived security was identified as a positive mediating factor in the relationship between conversational style and users’ information disclosure tendency. This study advances research on users’ information disclosure tendency towards anthropomorphic chatbots and highlights the importance of different dimensions of anthropomorphic cues in chatbot design. Additionally, practical guidance for chatbot designers was also provided.

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来源期刊
International Journal of Human-Computer Studies
International Journal of Human-Computer Studies 工程技术-计算机:控制论
CiteScore
11.50
自引率
5.60%
发文量
108
审稿时长
3 months
期刊介绍: The International Journal of Human-Computer Studies publishes original research over the whole spectrum of work relevant to the theory and practice of innovative interactive systems. The journal is inherently interdisciplinary, covering research in computing, artificial intelligence, psychology, linguistics, communication, design, engineering, and social organization, which is relevant to the design, analysis, evaluation and application of innovative interactive systems. Papers at the boundaries of these disciplines are especially welcome, as it is our view that interdisciplinary approaches are needed for producing theoretical insights in this complex area and for effective deployment of innovative technologies in concrete user communities. Research areas relevant to the journal include, but are not limited to: • Innovative interaction techniques • Multimodal interaction • Speech interaction • Graphic interaction • Natural language interaction • Interaction in mobile and embedded systems • Interface design and evaluation methodologies • Design and evaluation of innovative interactive systems • User interface prototyping and management systems • Ubiquitous computing • Wearable computers • Pervasive computing • Affective computing • Empirical studies of user behaviour • Empirical studies of programming and software engineering • Computer supported cooperative work • Computer mediated communication • Virtual reality • Mixed and augmented Reality • Intelligent user interfaces • Presence ...
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