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Publication
Efeitos do Design Emocional de um avatar na interação com Chatbots
| Name: | Description: | Size: | Format: | |
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| 3.2 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Nos últimos anos tem existido um elevado interesse na
tecnologia dos chatbots uma vez que estes conseguem,
através da inteligência artificial, interpretar e comunicar
com as pessoas de uma forma semelhante à de um humano.
Para as empresas, o valor deste tipo de tecnologia é enorme,
uma vez que permite que estas estejam em contacto com os
seus clientes em todo o mundo a toda a hora e mantendo
múltiplas conversas em simultâneo. Para as pessoas, esta
tecnologia pode ser da mesma forma valiosa uma vez que
permite coisas como o acesso à informação, suporte em
tarefas, entretenimento, entre outras. Contudo, a adesão a
esta tecnologia por parte das pessoas está longe da
esperada. Um dos fatores para esta falta de adesão é o
desafio com o qual os chatbots se deparam que é a
dificuldade que estes têm de compreender e reproduzir um
discurso totalmente natural que efetivamente se assemelhe a
um humano. Este fator e outros levam a uma falta de
humanização que acaba por detrair as pessoas da utilização
desta tecnologia. Deste modo, este estudo teve como foco
perceber qual o impacto de estratégias de design emocional
para o aumento da adesão a esta tecnologia, uma vez que o
design emocional é uma forma de tornar a tecnologia mais
humana. Para isso focámos este estudo na humanização do
chatbot através de um avatar exprimindo um estado
emocional (humor vs tristeza), colocando como hipótese
que a inclusão destes dois elementos no design aumentaria
a adesão aos chatbots. Para testar esta hipótese o nosso
estudo foi dividido em duas fases. Uma primeira onde
foram criadas, selecionadas e avaliadas as propostas visuais
quanto ao seu grau de tristeza e humor. Por fim uma
segunda fase, onde as duas propostas visuais e uma
adicional neutra foram aplicadas num protótipo de uma
plataforma simulada de e-commerce. Os resultados deste
estudo sugerem que a aplicação de estratégias de design
emocional, como as que aplicámos, podem ser eficazes para
aumentar a adesão à tecnologia dos chatbots.
In recent years there has been an high interest in chatbot technology as it can, through artificial intelligence, interpret and communicate with people in a similar way to a human. For companies, the value of this type of technology is enormous as it allows them to be in touch with their customers around the world at all times and hold multiple conversations simultaneously. For the people, this technology can be equally valuable as it enables things like access to information, task support, entertainment, among others. However, the uptake of this technology by people is far from what is expected. One of the reasons for this lack of adhesion is the challenge that chatbots face, which is the difficulty they have in understanding and reproducing a natural speech that effectively resembles a human. This factor and others lead to a lack humanisation that ends up deterring people from using this technology. Thus, this study focused on understanding the impact of Emotional Design strategies to increase adherence to this technology, since Emotional Design is a way to make technology more human. To this end, we focused this study on the humanisation of the chatbots through an avatar expressing an emotional state (humour vs sadness), hypothesising that the inclusion of these two elements in the design would increase adherence to chatbots. To test this hypothesis our study was divided in two phases. A first one where visual proposals where developed, selected and evaluated regarding their degree of sadness and humour. Finally, a second phase, where the two visual proposals (sadness and humour) and an additional neutral one were applied to a prototype of a simulated e-commerce platform. The results of this study suggest that the application of Emotional Design strategies, such as the ones we applied, can be effective in increasing the adoption of the chatbot technology.
In recent years there has been an high interest in chatbot technology as it can, through artificial intelligence, interpret and communicate with people in a similar way to a human. For companies, the value of this type of technology is enormous as it allows them to be in touch with their customers around the world at all times and hold multiple conversations simultaneously. For the people, this technology can be equally valuable as it enables things like access to information, task support, entertainment, among others. However, the uptake of this technology by people is far from what is expected. One of the reasons for this lack of adhesion is the challenge that chatbots face, which is the difficulty they have in understanding and reproducing a natural speech that effectively resembles a human. This factor and others lead to a lack humanisation that ends up deterring people from using this technology. Thus, this study focused on understanding the impact of Emotional Design strategies to increase adherence to this technology, since Emotional Design is a way to make technology more human. To this end, we focused this study on the humanisation of the chatbots through an avatar expressing an emotional state (humour vs sadness), hypothesising that the inclusion of these two elements in the design would increase adherence to chatbots. To test this hypothesis our study was divided in two phases. A first one where visual proposals where developed, selected and evaluated regarding their degree of sadness and humour. Finally, a second phase, where the two visual proposals (sadness and humour) and an additional neutral one were applied to a prototype of a simulated e-commerce platform. The results of this study suggest that the application of Emotional Design strategies, such as the ones we applied, can be effective in increasing the adoption of the chatbot technology.
Description
Keywords
Design de Interação Design Emocional Emoção Chatbot Avatar Tristeza Humor E-Commerce