Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents’ Interaction Modalities and Information Search Tasks
Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents’ Interaction Modalities and Information Search Tasks
复制标题
语音助手与聊天机器人——检查对话代理的交互方式与信息搜索任务之间的契合度
DOI：
10.1007/s10796-021-10226-5
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发表时间：
2021
影响因子：
5.9
通讯作者：
Thomas Hess
中科院分区：
文献类型：
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作者：
Christine Rzepka;Benedikt Berger;Thomas Hess
由于人工智能技术的进步，语音助手（VAs）提供语音作为一种新的交互方式。与基于文本的交互相比，语音是自然和直观的，这就是为什么公司在客户服务中使用语音助理。然而，我们还不知道语言对哪些任务有益。利用任务-技术契合理论，我们提出了一个研究模型来检验VAs对不同任务的适用性。为了测试这个模型，我们对116名参与者进行了一项实验室实验，他们必须通过虚拟助理或聊天机器人完成一项信息搜索任务。结果表明，语音交互比文本交互表现出更高的感知效率、更低的认知努力、更高的享受和更高的服务满意度。我们还发现，这些影响取决于任务的目标导向。这些发现将任务-技术匹配理论扩展到客户对交互方式的选择，并告知从业者如何使用VAs进行信息搜索任务。
Owing to technological advancements in artificial intelligence, voice assistants (VAs) offer speech as a new interaction modality. Compared to text-based interaction, speech is natural and intuitive, which is why companies use VAs in customer service. However, we do not yet know for which kinds of tasks speech is beneficial. Drawing on task-technology fit theory, we present a research model to examine the applicability of VAs to different tasks. To test this model, we conducted a laboratory experiment with 116 participants who had to complete an information search task with a VA or a chatbot. The results show that speech exhibits higher perceived efficiency, lower cognitive effort, higher enjoyment, and higher service satisfaction than text-based interaction. We also find that these effects depend on the task’s goal-directedness. These findings extend task-technology fit theory to customers’ choice of interaction modalities and inform practitioners about the use of VAs for information search tasks.
2007 年神经病学年度回顾“单纯疱疹感染和脊髓炎”
DOI：
--
发表时间：
2007
期刊：
影响因子：
--
作者：
Kimura;N.;Kumamoto;T.;Kawamura;Y.;Himeno;T.;Nakamura;K.;Ueyama;H.;Arakawa;R;中嶋 秀人
通讯作者：
中嶋 秀人