The behavioural impact of a visually represented virtual assistant in a selfservice checkout context

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

3 Citations (Scopus)

Abstract

Our research investigated whether the presence of an interface agent - or virtual assistant (VA) - in a self-service checkout context has behavioural effects on the transaction process during particular tasks. While many participants claimed to have not noticed a VA within the self-service interface, behaviour was still affected, i.e. fewer people made errors with the VA present than in the voice-only and control conditions. The results are explained as reflective of an unconscious observation of non-verbal cues exhibited by the VA. The results are discussed in relation to possible behavioural outcomes of VA presence.

Original languageEnglish
Title of host publicationBCS-HCI '11
Subtitle of host publicationProceedings of the 25th BCS Conference on Human-Computer Interaction
PublisherAssociation for Computing Machinery (ACM)
Pages58-63
Number of pages6
Publication statusPublished - 7 Apr 2011
Event25th BCS onference on Human Computer Interaction, HCI 2011 - Newcastle Upon Tyne, United Kingdom
Duration: 4 Jul 20118 Jul 2011

Conference

Conference25th BCS onference on Human Computer Interaction, HCI 2011
CountryUnited Kingdom
CityNewcastle Upon Tyne
Period4/07/118/07/11

Cite this

Payne, J. A., Johnson, G. I., & Szymkowiak, A. (2011). The behavioural impact of a visually represented virtual assistant in a selfservice checkout context. In BCS-HCI '11: Proceedings of the 25th BCS Conference on Human-Computer Interaction (pp. 58-63). Association for Computing Machinery (ACM).