Personifying the e-market: a framework for social agents

Antonella De Angeli, Paula Lynch, Graham Johnson

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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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.
Original languageEnglish
Title of host publicationHuman-Computer Interaction, INTERACT '01
Subtitle of host publicationIFIP TC.13 International Conference on Human-Computer Interaction, 9th-13th July 2001, Tokyo, Japan
EditorsMichitaka Hirose
Place of PublicationAmsterdam
PublisherIOS Press
Number of pages8
ISBN (Print)1586031880, 9781586031886, 4274904512
Publication statusPublished - 1 Jun 2001
Externally publishedYes
Event8th TC13 IFIP International Conference on Human-Computer Interaction - Tokyo, Japan
Duration: 9 Jul 200113 Jul 2001
Conference number: 8th


Conference8th TC13 IFIP International Conference on Human-Computer Interaction
Abbreviated titleINTERACT '01


  • Social agents
  • User-experience
  • Design
  • Evaluation


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