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http://dx.doi.org/10.14400/JDC.2022.20.2.251

Effects of Conversational Agent's Self-Repair Strategy On User Experience - Focused on Task Criticality and Conversational Error  

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)
Publication Information
Journal of Digital Convergence / v.20, no.2, 2022 , pp. 251-260 More about this Journal
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.
Keywords
Conversational agent; Self-repair strategy; Task criticality; Conversational error; User experience;
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Times Cited By KSCI : 2  (Citation Analysis)
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