TY - GEN
T1 - ARE YOU FEELING HAPPY? THE EFFECT OF EMOTIONS ON PEOPLE’S INTERACTION EXPERIENCE TOWARD EMPATHETIC CHATBOTS
AU - Liao, Ting
AU - Yan, Bei
N1 - Publisher Copyright:
Copyright © 2022 by ASME.
PY - 2022
Y1 - 2022
N2 - People may experience emotions before interacting with automated agents to seek information and support. However, existing literature has not well examined how human emotional states affect their interaction experience with agents or how automated agents should react to emotions. This study proposes to test how participants perceive an empathetic agent (chatbot) vs. a non-empathetic one under various emotional states (i.e., positive, neutral, negative) when the chatbot mediates the initial screening process for student advising. Participants are prompted to recall a previous emotional experience and have text-based conversations with the chatbot. The study confirms the importance of presenting empathetic cues in the design of automated agents to support human-agent collaboration. Participants who recall a positive experience are more sensitive to the chatbot’s empathetic behavior. The empathetic behavior of the chatbot improves participants’satisfaction and makes those who recall a neutral experience feel more positive during the interaction. The results reveal that participants’emotional states are likely to influence their tendency to self-disclose, interaction experience, and perception of the chatbot’s empathetic behavior. The study also highlights the increasing need for emotional acknowledgment of people who experience positive emotions so that design efforts need to be designated according to people’s dynamic emotional states.
AB - People may experience emotions before interacting with automated agents to seek information and support. However, existing literature has not well examined how human emotional states affect their interaction experience with agents or how automated agents should react to emotions. This study proposes to test how participants perceive an empathetic agent (chatbot) vs. a non-empathetic one under various emotional states (i.e., positive, neutral, negative) when the chatbot mediates the initial screening process for student advising. Participants are prompted to recall a previous emotional experience and have text-based conversations with the chatbot. The study confirms the importance of presenting empathetic cues in the design of automated agents to support human-agent collaboration. Participants who recall a positive experience are more sensitive to the chatbot’s empathetic behavior. The empathetic behavior of the chatbot improves participants’satisfaction and makes those who recall a neutral experience feel more positive during the interaction. The results reveal that participants’emotional states are likely to influence their tendency to self-disclose, interaction experience, and perception of the chatbot’s empathetic behavior. The study also highlights the increasing need for emotional acknowledgment of people who experience positive emotions so that design efforts need to be designated according to people’s dynamic emotional states.
KW - affect
KW - automated agent
KW - design for automation
KW - emotion
KW - empathy
KW - human-computer interaction
UR - http://www.scopus.com/inward/record.url?scp=85142513554&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85142513554&partnerID=8YFLogxK
U2 - 10.1115/DETC2022-91059
DO - 10.1115/DETC2022-91059
M3 - Conference contribution
AN - SCOPUS:85142513554
T3 - Proceedings of the ASME Design Engineering Technical Conference
BT - 48th Design Automation Conference (DAC)
T2 - ASME 2022 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference, IDETC-CIE 2022
Y2 - 14 August 2022 through 17 August 2022
ER -