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Seeing eye to eye: trustworthy embodiment for task-based conversational agents. | LitMetric

AI Article Synopsis

  • Smart speakers are commonly used at home for various tasks but face acceptance challenges in workplaces, potentially due to privacy concerns and their lack of social cues.
  • A study compared the effectiveness of a humanoid robot, a smart speaker, and a dialogue manager in a first responder team setting, examining trust, engagement, and performance.
  • Results showed that the humanoid robot was more trusted and led to better task engagement and performance than the smart speaker, suggesting that more human-like embodiments could improve the adoption of conversational agents in professional environments.

Article Abstract

Smart speakers and conversational agents have been accepted into our homes for a number of tasks such as playing music, interfacing with the internet of things, and more recently, general chit-chat. However, they have been less readily accepted in our workplaces. This may be due to data privacy and security concerns that exist with commercially available smart speakers. However, one of the reasons for this may be that a smart speaker is simply too abstract and does not portray the social cues associated with a trustworthy work colleague. Here, we present an in-depth mixed method study, in which we investigate this question of embodiment in a serious task-based work scenario of a first responder team. We explore the concepts of trust, engagement, cognitive load, and human performance using a humanoid head style robot, a commercially available smart speaker, and a specially developed dialogue manager. Studying the effect of embodiment on trust, being a highly subjective and multi-faceted phenomena, is clearly challenging, and our results indicate that potentially, the robot, with its anthropomorphic facial features, expressions, and eye gaze, was trusted more than the smart speaker. In addition, we found that embodying a conversational agent helped increase task engagement and performance compared to the smart speaker. This study indicates that embodiment could potentially be useful for transitioning conversational agents into the workplace, and further , "in the wild" experiments with domain workers could be conducted to confirm this.

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Source
http://www.ncbi.nlm.nih.gov/pmc/articles/PMC10499495PMC
http://dx.doi.org/10.3389/frobt.2023.1234767DOI Listing

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