| 陈苍,程鲲,王文军.表情符号在语音交互错误反馈中的作用研究[J].包装工程,2021,42(18):159-164. |
| 表情符号在语音交互错误反馈中的作用研究 |
| The Role of Emojis in Voice Interaction Error Feedback |
| 投稿时间：2021-04-09 |
| DOI：10.19554/j.cnki.1001-3563.2021.18.017 |
| 中文关键词: 智能电视 语音交互 错误反馈策略 表情符号 用户体验 |
| 英文关键词: smart TV voice interaction error feedback strategy emoji user experience |
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| 中文摘要: |
| 目的 研究将表情符号应用到智能电视语音助手错误反馈中对用户情绪和感知拟人化程度的影响，为智能电视或者以观看为主的智能产品语音助手在应对错误时提供反馈新思路。方法 通过分析人类在处理矛盾时的心理，结合心理学相关研究和问卷调查，提出“呲牙”、“害羞”和“捂脸笑”可以降低语音助手错误反馈负面作用的假设，进而对其进行实证研究。结果 得出在道歉、幽默的错误反馈类型中，有表情符号的反馈对用户的情绪和助手拟人化程度均有显著作用。结论 通过分析可得，应用表情符号于语音交互错误反馈中可以显著提高用户体验，道歉反馈与“害羞”结合最佳;幽默反馈与“捂脸笑” 结合更好;在错误反馈类型中首选道歉。访谈结果显示，当用户遇到连续的错误反馈时，同样、类似的反馈会给用户带来不满，用户更喜欢多变的反馈。 |
| 英文摘要: |
| The study investigates the effect of applying emojis to the error feedback of smart TV voice assistants on users’ emotions and perceived anthropomorphism, and provides new ideas for the feedback of smart TVs or viewing-oriented intelligent products when responding to errors. By analyzing the human psychology in dealing with conflicts and combining psychology-related research and questionnaire surveys, the hypothesis that “grinning”, “shyness” and “facepalm” can reduce the negative effect of voice assistant error feedback is proposed, and then an empirical study is conducted on it. It is concluded that whether the feedback is apology or humor, emojis have a significant effect on users’ emotions and perception of anthropomorphism. The analysis shows that the application of emojis in the visual feedback of voice interaction can significantly improve the user experience, with apology feedback combining best with “shyness” and humour feedback combining better with “facepalm”. Apologies are preferred for error feedback types. The interview results show that when users encounter continuous error feedback, the same or similar feedback will bring dissatisfaction to users, and users prefer variable feedback. |
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