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      Towards the improvement of self–service systems via emotional virtual agents

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      The 26th BCS Conference on Human Computer Interaction (HCI)

      Human Computer Interaction

      12 - 14 September 2012

      affective computing, virtual agents, emotions, emotion detection, HCI, computer vision, empathy

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          Abstract

          Affective computing and emotional agents have been found to have a positive effect on human-computer interactions. In order to develop an acceptable emotional agent for use in a self-service interaction, two stages of research were identified and carried out; the first to determine which facial expressions are present in such an interaction and the second to determine which emotional agent behaviours are perceived as appropriate during a problematic self-service shopping task. In the first stage, facial expressions associated with negative affect were found to occur during self-service shopping interactions, indicating that facial expression detection is suitable for detecting negative affective states during self-service interactions. In the second stage, user perceptions of the emotional facial expressions displayed by an emotional agent during a problematic self-service interaction were gathered. Overall, the expression of disgust was found to be perceived as inappropriate while emotionally neutral behaviour was perceived as appropriate, however gender differences suggested that females perceived surprise as inappropriate. Results suggest that agents should change their behaviour and appearance based on user characteristics such as gender.

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          Author and article information

          Contributors
          Conference
          September 2012
          September 2012
          : 351-356
          Affiliations
          School of Computing &

          Engineering Systems

          University of Abertay

          Bell Street, Dundee
          School of Social & Health

          Sciences

          University of Abertay

          Bell Street, Dundee
          Article
          10.14236/ewic/HCI2012.50
          © Christopher Martin et al. Published by BCS Learning and Development Ltd. The 26th BCS Conference on Human Computer Interaction, Birmingham, UK

          This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

          The 26th BCS Conference on Human Computer Interaction
          HCI
          26
          Birmingham, UK
          12 - 14 September 2012
          Electronic Workshops in Computing (eWiC)
          Human Computer Interaction
          Product
          Product Information: 1477-9358BCS Learning & Development
          Self URI (journal page): https://ewic.bcs.org/
          Categories
          Electronic Workshops in Computing

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