Skov Sofie Smedegaard, Andersen Josefine Ranfelt, Lauridsen Sigurd, Bab Mads, Bundsbæk Marianne, Nielsen Maj Britt Dahl
National Institute of Public Health, University of Southern Denmark, Copenhagen, Denmark.
Gnist, Aarhus, Denmark.
Front Psychol. 2022 Oct 11;13:903715. doi: 10.3389/fpsyg.2022.903715. eCollection 2022.
Appearance, voice features, and communication style affect users trust in conversational agents (chatbots), but few studies have assessed what features users like and dislike. Using design thinking, we developed Susa, a conversational agent, to help workplaces promote teamwork and collaborative practices. Design thinking prioritizes co-creation and multidisciplinary teamwork to develop innovative solutions to complex problems. The aim of this qualitative study was to explore users' interactions with and reactions toward Susa and explain how we used user inputs to adapt and refine the first prototype. The employees and managers from four workplaces participated in three workshops to test and refine the agent. We applied an explorative thematic analysis of data collected video recordings of the workshops. The results of the analyses revealed that visual identity, communication style and personality was important for acceptability. Users favored a more human like agent that primarily communicated with the team text messages. Users disliked emoticons and humor because these features clashed with the seriousness of the topic. Finally, users highlighted that Susa helped structure organizational change processes, develop concrete action plans, and stay on track. It is a weakness that Susa is a simple robot based on a preprogrammed script that does not allow users to adapt the process.
外观、语音特征和沟通方式会影响用户对对话代理（聊天机器人）的信任，但很少有研究评估用户喜欢和不喜欢哪些特征。我们运用设计思维开发了对话代理Susa，以帮助工作场所促进团队合作和协作实践。设计思维将共同创造和多学科团队合作置于优先地位，以开发复杂问题的创新解决方案。这项定性研究的目的是探索用户与Susa的互动及反应，并解释我们如何利用用户反馈来调整和完善第一个原型。来自四个工作场所的员工和经理参加了三个研讨会，以测试和完善该代理。我们对研讨会上收集的视频记录数据进行了探索性主题分析。分析结果表明，视觉形象、沟通方式和个性对可接受性很重要。用户更喜欢一个更像人类的代理，它主要通过短信与团队沟通。用户不喜欢表情符号和幽默，因为这些特征与主题的严肃性相冲突。最后，用户强调Susa有助于构建组织变革过程、制定具体行动计划并保持正轨。Susa是一个基于预编程脚本的简单机器人，不允许用户调整流程，这是一个缺点。
