Social Responses to Conversational TV VUI: Apology and Voice

Eun Kyung Park, Kwan Min Lee and Dong Hee Shin
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Eun Kyung Park: Sungkyunkwan University, Seoul, Korea
Kwan Min Lee: University of Southern California, Los Angeles, CA, USA
Dong Hee Shin: Sungkyunkwan University, Seoul, Korea

International Journal of Technology and Human Interaction (IJTHI), 2015, vol. 11, issue 1, 17-32

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.

Date: 2015
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