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If your device could smile: People trust happy-sounding artificial agents more
Trinity College Dublin.ORCID iD: 0000-0002-8601-1370
University of Plymouth.
Newcastle University.
2020 (English)In: Computers in human behavior, ISSN 0747-5632, E-ISSN 1873-7692, Vol. 105, p. 106215-Article in journal (Refereed) Published
Abstract [en]

While it is clear that artificial agents that are able to express emotions increase trust in Human-Machine Interaction, most studies looking at this effect concentrated on the expression of emotions through the visual channel, e.g. facial expressions. However, emotions can be expressed in the vocal channel too, yet the relationship between trust and vocally expressive agents has not yet been investigated. We use a game theory paradigm to examine the influence of smiling in the voice on trusting behavior towards a virtual agent, who responds either trustworthily or untrustworthily in an investment game. We found that a smiling voice increases trust, and that this effect persists over time, despite the accumulation of clear evidence regarding the agents level of trustworthiness in a negotiated interaction. Smiling voices maintain this benefit even in the face of behavioral evidence of untrustworthiness.

Place, publisher, year, edition, pages
2020. Vol. 105, p. 106215-
Keywords [en]
Trust, Smiling voice, Virtual agents
National Category
Applied Psychology Communication Systems Social Sciences Interdisciplinary
Identifiers
URN: urn:nbn:se:kth:diva-270682DOI: 10.1016/j.chb.2019.106215Scopus ID: 2-s2.0-85077109345OAI: oai:DiVA.org:kth-270682DiVA, id: diva2:1414257
Funder
EU, FP7, Seventh Framework Programme, PEOPLE-2013-ITN-604764
Note

QC 20200313

Available from: 2020-03-12 Created: 2020-03-12 Last updated: 2020-05-11Bibliographically approved

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Publisher's full textScopushttp://www.sciencedirect.com/science/article/pii/S0747563219304340

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Torre, Ilaria

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