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 language | English |
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| Title of host publication | BCS-HCI '11 |
| Subtitle of host publication | Proceedings of the 25th BCS Conference on Human-Computer Interaction |
| Publisher | Association for Computing Machinery (ACM) |
| Pages | 58-63 |
| Number of pages | 6 |
| Publication status | Published - 7 Apr 2011 |
| Event | 25th BCS onference on Human Computer Interaction, HCI 2011 - Newcastle Upon Tyne, United Kingdom Duration: 4 Jul 2011 → 8 Jul 2011 |
Conference
| Conference | 25th BCS onference on Human Computer Interaction, HCI 2011 |
|---|---|
| Country | United Kingdom |
| City | Newcastle Upon Tyne |
| Period | 4/07/11 → 8/07/11 |
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).