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The Effect of Customer Value on User Satisfaction With Dialogue Characteristics of Apple's Intelligent Agent Siri

The Effect of Customer Value on User Satisfaction With Dialogue Characteristics of Apple's Intelligent Agent Siri
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Author(s): Hye Rin Shim (Yonsei University, Seoul, South Korea) and Byoung Gwan Kim (Yonsei University, Seoul, South Korea)
Copyright: 2020
Volume: 32
Issue: 1
Pages: 13
Source title: Journal of Organizational and End User Computing (JOEUC)
Editor(s)-in-Chief: Sang-Bing Tsai (University of Electronic Science and Technology of China Zhongshan Institute, China and Research Center for Environment and Sustainable Development, Civil Aviation University of China, China)
DOI: 10.4018/JOEUC.2020010104

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Abstract

Intelligent agent products with dialogue characteristics are rapidly becoming common household and personal gadgets. The purpose of this study was to investigate the effect of dialogue characteristics on user satisfaction with intelligent agent products. The authors predicted that factors leading to this effect would differ from products without such interactive features. To date, dialogue characteristics have primarily been studied in robots with human-like gestures and appearance, but few studies have addressed dialogue characteristics in intelligent agent products designed for home or mobile usage. To address this gap, the authors conducted surveys about Apple Siri, a representative commercial intelligent agent. The results indicate that dialogue support had the most positive impact on user satisfaction, followed by playfulness and social presence. These findings suggest new directions in intelligent agent research and design that could increase user satisfaction.

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