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Social Responses to Conversational TV VUI: Apology and Voice

Social Responses to Conversational TV VUI: Apology and Voice
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Author(s): Eun Kyung Park (Sungkyunkwan University, Korea), Kwan Min Lee (University of Southern California, USA)and Dong Hee Shin (Sungkyunkwan University, Korea)
Copyright: 2017
Pages: 18
Source title: Discrimination and Diversity: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-5225-1933-1.ch078

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Abstract

The study investigated whether apologetic synthetic gendered voices affect users' perception of an error-prone VUI. In a TV viewing task, participants interacted with the conversational TV, and executed eight menus in a 2 (apologetic error message: yes vs. no) by 2 (voice gender) by 2 (subject gender) gender balanced, between participants experiment. When participants encountered errors, the TV provided verbal error messages, with or without an apology. The results revealed significant two-way interaction effects of apology (yes) and voice gender (male) on perception of the TV, and the voice. Irrespective of gender, participants responded to a male voice more, when it offered apologies for errors. It is interpreted that the context in which genuineness of apology was regarded as important made participants perceive a male voice as being more trustworthy than a female voice. The participants seem to have applied gender stereotypical perceptions to gendered VUI, as they do to other humans.

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