Influence of the assistant's voice on user reactions

Influence de la voix d'un assistant vocal sur les réactions des utilisateurs

Nicolas Kusz () and Jean-François Lemoine ()
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Nicolas Kusz: PRISM Sorbonne - Pôle de recherche interdisciplinaire en sciences du management - UP1 - Université Paris 1 Panthéon-Sorbonne
Jean-François Lemoine: PRISM Sorbonne - Pôle de recherche interdisciplinaire en sciences du management - UP1 - Université Paris 1 Panthéon-Sorbonne, ESSCA Research Lab - ESSCA - ESSCA – École supérieure des sciences commerciales d'Angers = ESSCA Business School

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Abstract: Voice assistants (Google, Alexa...) are technologies that are entering in homes and people's life, more and more every day. Beyond their usefulness and functionalities, there is an obvious interface between man and machine that has not been taken into consideration by companies that have developed their own assistant yet : the voice used for the assistant. This paper aims to measure the impact of the voice of these assistants on users reactions. Thanks to 15 interviews of users, the results suggest that the type of voice of the assistant influences the social presence and trust in the assistant. Nevertheless, unlike the literature on virtual agents and chatbots, our study reveals that realism strongly influences the trust ; a synthetic voice that perfectly mimics a human, on the contrary, has a negative effect on the perception of the assistant.

Keywords: Trust; Social presence; Voice assistant; HCI; Synthetic voice; Assistant vocal; IHM; Voix de synthèse; Confiance; Présence sociale (search for similar items in EconPapers)
Date: 2022-05-18
New Economics Papers: this item is included in nep-pay
Note: View the original document on HAL open archive server: https://hal.science/hal-03832731v1
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Published in 38ème congrès international de l'Association Française du Marketing (AFM), May 2022, Tunis, Tunisie

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03832731

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