Virtual assistants and social cues: retail interactions and consumer experience

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This paper describes a multi-disciplinary approach toinforming the design of a Virtual Assistant (VA) for use ina self-service checkout (SSCO). SSCO transactions requirehigh levels of attention as people attempt to performmultiple tasks in the shortest possible time. This is ofteneffortful, affecting performance and satisfaction. One proposed solution is a VA to help guide users’ attention torelevant areas. This paper discusses three key positiveoutcomes to cueing attention with a VA. It also highlightsthe advantage of adopting a multi-disciplinary perspectiveto providing solutions to business problems in a modernretail context.
Original languageEnglish
Number of pages4
Publication statusPublished - Oct 2012
Event7th Nordic Conference on Human-Computer Interaction: Making Sense Through Design - Copenhagen, Denmark
Duration: 14 Oct 201217 Oct 2012
Conference number: 7th


Conference7th Nordic Conference on Human-Computer Interaction


  • Interface agent
  • Virtual assistant
  • Social cueing
  • Nonverbal behavior
  • Attention


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