Towards an affective self-service agent

Christopher J. Martin, Jacqueline Archibald, Leslie Ball, Lloyd Carson

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

    1 Citation (Scopus)


    While emotional intelligence plays a key role in facilitating satisfactory interactions between people, its application is both underexplored and underexploited in human–computer interaction. Self-service technology is increasingly being incorporated by goods and service providers, however user satisfaction is still less than ideal. Studies have been carried out in which an affective embodied agent has been found to reduce frustration in users of interactive computer systems. This paper presents a preliminary study as a part of research aimed at designing and implementing an agent which detects negative emotions in a human user and expresses its own emotional reaction with the aim of improving the user’s mood and therefore their level of satisfaction in the context of a self-service interaction. We describe a study to determine customer facial expressions using facial Action Units (AUs) during interactions with self-service supermarket checkouts. Our preliminary results indicate that AU 23 and AU 24 were displayed with particular frequency.
    Original languageEnglish
    Title of host publicationProceedings of the Third International Conference on Intelligent Human Computer Interaction (IHCI), Prague, Czech Republic, August, 2011
    EditorsMiloš Kudělka, Jaroslav Pokorný, Václav Snášel, Ajith Abraham
    Place of PublicationLondon
    Number of pages10
    ISBN (Electronic)9783642316036
    ISBN (Print)9783642316029
    Publication statusPublished - 2013
    EventThird Intelligent Human Computer Interaction - Prague, Czech Republic
    Duration: 28 Aug 201130 Aug 2011

    Publication series

    NameAdvances in Intelligent Systems and Computing
    ISSN (Print)2194-5357
    ISSN (Electronic)2194-5365


    ConferenceThird Intelligent Human Computer Interaction
    Abbreviated titleIHCI 2011
    Country/TerritoryCzech Republic


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