This paper discusses our vision of the future with respect to the introduction of virtual assistants in the e-market. It presents the latest evolution of the involvement framework, an on-going model aimed at driving the design and the evaluation of social agents virtual character designed to set up a lasting relationship with the user. The framework is based on a review of the literature and on the systematic analysis of the first-generation social agents available on the Web. Moreover, it is enriched by empirical results of two user-based evaluations of Granny, a social agent that tries to inject a specific personality into the interaction between a financial service provider and a customer. The assumption behind our research is that social agents require a re-examination of the traditional HCI approach to system design and evaluation. Both the usability framework and the media equation paradigm need to be update to account for the peculiarity of the new interaction form.
|Title of host publication||Human-Computer Interaction, INTERACT '01|
|Subtitle of host publication||IFIP TC.13 International Conference on Human-Computer Interaction, 9th-13th July 2001, Tokyo, Japan|
|Place of Publication||Amsterdam|
|Number of pages||8|
|ISBN (Print)||1586031880, 9781586031886, 4274904512|
|Publication status||Published - 1 Jun 2001|
|Event||8th TC13 IFIP International Conference on Human-Computer Interaction - Tokyo, Japan|
Duration: 9 Jul 2001 → 13 Jul 2001
Conference number: 8th
|Conference||8th TC13 IFIP International Conference on Human-Computer Interaction|
|Abbreviated title||INTERACT '01|
|Period||9/07/01 → 13/07/01|
De Angeli, A., Lynch, P., & Johnson, G. (2001). Personifying the e-market: a framework for social agents. In M. Hirose (Ed.), Human-Computer Interaction, INTERACT '01: IFIP TC.13 International Conference on Human-Computer Interaction, 9th-13th July 2001, Tokyo, Japan (pp. 198-205). IOS Press.