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To please in a pod: employing an anthropomorphic agent-interlocutor to enhance trust and user experience in an autonomous, self-driving vehicle

Large, David; Harrington, Kyle; Burnett, Gary; Luton, Jacob; Thomas, Peter; Bennett, Pete

Authors

David Large

Gary Burnett

Jacob Luton

Peter Thomas

Pete Bennett



Abstract

Recognising that one of the aims of conversation is to build, maintain and strengthen positive relationships with others, the study explores whether passengers in an autonomous vehicle display similar behaviour during transactions with an on-board conversational agent-interface; moreover, whether related attributes (e.g. trust) transcend to the vehicle itself. Employing a counterbalanced, within-subjects design, thirty-four participants were transported in a self-driving pod using an expansive testing arena. Participants undertook three journeys with an anthropomorphic agent-interlocutor (via Wizard-of-Oz), a voice-command interface, or a traditional touch-surface; each delivered equivalent task-related information. Results show that the agent-interlocutor was the most preferred interface, attracting the highest ratings of trust, and significantly enhancing the pleasure and sense of control over the journey experience, despite the inclusion of ‘trust challenges’ as part of the design. The findings can help support the design and development of in-vehicle agent-based voice interfaces to enhance trust and user experience in autonomous cars.

Start Date Sep 22, 2019
Publication Date Sep 25, 2019
Publisher Association for Computing Machinery (ACM)
Pages 49-59
Book Title AutomotiveUI'19 Proceedings of the 11th International Conference on Automotive User Interfaces and Interactive Vehicular Applications
ISBN 9781450368841
Institution Citation Large, D., Harrington, K., Burnett, G., Luton, J., Thomas, P., & Bennett, P. (2019). To please in a pod: employing an anthropomorphic agent-interlocutor to enhance trust and user experience in an autonomous, self-driving vehicle. In AutomotiveUI'19 Proceedings of the 11th International Conference on Automotive User Interfaces and Interactive Vehicular Applications, 49-59. https://doi.org/10.1145/3342197.3344545
DOI https://doi.org/10.1145/3342197.3344545
Publisher URL https://dl.acm.org/citation.cfm?doid=3342197.3344545
Related Public URLs https://www.auto-ui.org/19/
Additional Information (AutoUI2019)

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