[en] Conversational agents (CAs) that deliver proactive interventions can benefit users by reducing their cognitive workload and improving performance. However, little is known regarding how such interventions would impact users' reflection on choices in voice-only decision-making tasks. We conducted a within-subjects experiment to evaluate the effect of CA's feedback delivery strategy at three levels (no feedback, unsolicited and solicited feedback) and the impact on users' likelihood of changing their choices in an interactive food ordering scenario. We discovered that in both feedback conditions the CA was perceived to be significantly more persuasive than in the baseline condition, while being perceived as significantly less confident. Interestingly, while unsolicited feedback was perceived as less appropriate than the baseline, both types of proactive feedback led participants to relisten and reconsider menu options significantly more often. Our results provide insights regarding the impact of proactive feedback on CA perception and user's reflection in decision-making tasks, thereby paving a new way for designing proactive CAs.
Disciplines :
Computer science
Author, co-author :
DUBIEL, Mateusz ; University of Luxembourg > Faculty of Science, Technology and Medicine (FSTM) > Department of Computer Science (DCS)
LEIVA, Luis A. ; University of Luxembourg > Faculty of Science, Technology and Medicine (FSTM) > Department of Computer Science (DCS)
BONGARD-BLANCHY, Kerstin; Luxembourg Media and Digital Design Center
SERGEEVA, Anastasia ; University of Luxembourg > Faculty of Humanities, Education and Social Sciences (FHSE) > Department of Behavioural and Cognitive Sciences (DBCS) > Lifespan Development, Family and Culture
External co-authors :
yes
Language :
English
Title :
"Hey Genie, You Got Me Thinking about My Menu Choices!" Impact of Proactive Feedback on User Perception and Reflection in Decision-making Tasks
HE - 101071147 - SYMBIOTIK - Context-aware adaptive visualizations for critical decision making
FnR Project :
IPBG2020/IS/14839977/C21, IS/14717072
Funders :
Horizon 2020 FET program of the European Union European Innovation Council Pathfinder Luxembourg’s National Research Fund European Union
Funding text :
This research was supported by the Horizon 2020 FET program of the European Union (Grant CHIST-ERA-20-BCI-001), the European Innovation Council Pathfinder program (SYMBIOTIK project, Grant 101071147), and Luxembourg's National Research Fund (FNR) through Grants IPBG2020/IS/14839977/C21 and IS/14717072. We thank Eliott Bonte for his help with transcribing participants' dialogues.This research was supported by the Horizon 2020 FET program of the European Union (Grant CHIST-ERA-20-BCI-001), the European Innovation Council Pathfinder program (SYMBIOTIK project, Grant 101071147), and Luxembourg\u2019s National Research Fund (FNR) through Grants IPBG2020/IS/14839977/C21 and IS/14717072.
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