Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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Effects of Conversational Agent's Self-Repair Strategy On User Experience - Focused on Task Criticality and Conversational Error

대화형 에이전트의 자기발화수정 전략이 사용자 경험에 미치는 영향 - 과업 중요도와 대화 오류 여부를 중심으로

  • Kim, Hwanju (Department of UX, Graduate School of Information, Yonsei University) ;
  • Kim, Jung-Yong (Department of UX, Graduate School of Information, Yonsei University) ;
  • Kang, Hyunmin (Graduate School of Information, Yonsei University)
  • 김환주 (연세대학교 정보대학원 UX트랙) ;
  • 김정용 (연세대학교 정보대학원 UX트랙) ;
  • 강현민 (연세대학교 정보대학원 UX트랙)
  • Received : 2021.12.16
  • Accepted : 2022.02.20
  • Published : 2022.02.28
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Abstract

Despite the development of technology and the increase in the spread of smart speakers, user satisfaction keeps decreasing due to conversational errors. This study aims to examine the effect of the self-repair strategy on user experience in the context of conversational agents of smart speakers. Scenarios were designed based on error situations, and participants were divided into two groups by task criticality. The results revealed that the agent's self-repair strategy has a negative effect on trust and perceived ease of use compared with performance without error. It also influenced adoption intention through interaction with task criticality. This study is significant in that it empirically investigated the effects of the self-repair strategy and the user experience factors related to the actual acceptance of the self-repair strategy.

기술의 발달과 스마트 스피커 보급의 증가에도, 스마트 스피커의 대화 오류로 사용자 만족도는 하락하고 있다. 이 연구는 스마트 스피커의 대화형 에이전트 맥락에서 '자기발화수정 전략'이 과업 중요도 수준과 대화 오류 여부에 따라 사용자 경험에 미치는 영향을 살펴보았다. 대화 오류에 따라 시나리오를 제작하고 과업 중요도 수준에 따라 집단을 나눠 실험을 진행해 신뢰, 지각된 유용성, 지각된 용이성, 수용의도를 측정하였다. 연구 결과, 에이전트의 자기발화수정 전략은 완전한 수행과 비교해 신뢰와 지각된 용이성에 부적 영향을 주며, 과업 중요도와의 상호작용을 통해 수용의도에 영향을 미치는 것을 발견하였다. 이 연구는 대화형 에이전트 연구에서 미흡했던 자기발화수정 전략의 효과를 실증적으로 알아보았고, 자기발화수정 전략의 수용과 관련된 사용자 경험 요인을 살펴보았다는 점에서 의의를 가진다.

Keywords

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