Virtual assistants and social cues: retail interactions and consumer experience

Jeunese A. Payne; Graham I. Johnson; Andrea Szymkowiak

Virtual assistants and social cues: retail interactions and consumer experience

Jeunese A. Payne, Graham I. Johnson, Andrea Szymkowiak

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Abstract

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 language	English
Number of pages	4
Publication status	Published - Oct 2012
Event	7th Nordic Conference on Human-Computer Interaction: Making Sense Through Design - Copenhagen, Denmark Duration: 14 Oct 2012 → 17 Oct 2012 Conference number: 7th

Conference

Conference	7th Nordic Conference on Human-Computer Interaction
Country/Territory	Denmark
City	Copenhagen
Period	14/10/12 → 17/10/12

Keywords

Interface agent
Virtual assistant
Social cueing
Nonverbal behavior
Attention

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Johnson_VirtualAssistantsAndSocialCues_Accepted_2012Accepted author manuscript, 435 KB

Cite this

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title = "Virtual assistants and social cues: retail interactions and consumer experience",

abstract = "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{\textquoteright} 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.",

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language = "English",

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AU - Payne, Jeunese A.

AU - Johnson, Graham I.

AU - Szymkowiak, Andrea

N1 - Conference code: 7th

PY - 2012/10

Y1 - 2012/10

N2 - 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.

AB - 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.

M3 - Paper

Y2 - 14 October 2012 through 17 October 2012

ER -

Virtual assistants and social cues: retail interactions and consumer experience

Abstract

Conference

Keywords

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