Journal of the HCI Society of Korea (한국HCI학회논문지)

The HCI Society of Korea (한국HCI학회)
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Expectation and Expectation Gap towards intelligent properties of AI-based Conversational Agent

인공지능 대화형 에이전트의 지능적 속성에 대한 기대와 기대 격차

  • 박현아 (서울대학교 언론정보학과) ;
  • 태문영 (서울대학교 언론정보학과) ;
  • 허영진 (서울대학교 인지과학 협동과정) ;
  • 이준환 (서울대학교 언론정보학과)
  • Received : 2018.09.28
  • Accepted : 2018.11.20
  • Published : 2019.02.28
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Abstract

The purpose of this study is to investigate the users' expectation and expectation gap about the attributes of smart speaker as an intelligent agent, ie autonomy, sociality, responsiveness, activeness, time continuity, goal orientation. To this end, semi-structured interviews were conducted for smart speaker users and analyzed based on ground theory. Result has shown that people have huge expectation gap about the sociality and human-likeness of smart speakers, due to limitations in technology. The responsiveness of smart speakers was found to have positive expectation gap. For the memory of time-sequential information, there was an ambivalent expectation gap depending on the degree of information sensitivity and presentation method. We also found that there was a low expectation level for autonomous aspects of smart speakers. In addition, proactive aspects were preferred only when appropriate for the context. This study presents implications for designing a way to interact with smart speakers and managing expectations.

본 연구에서는 인공지능 대화형 에이전트인 스마트 스피커의 지능형 에이전트로서의 속성, 즉 자율성, 사회성, 반응성, 능동성, 시간연속성, 목표지향성에 대하여 이용자들이 일상적 상호작용을 통하여 어떤 기대를 가지는지, 또한 어떤 기대격차를 갖는지 살펴보고자 하였다. 이를 위해 스마트 스피커 이용자들을 대상으로 반구조화 인터뷰(semi-structured interview)를 진행하고 그라운드 이론에 기반하여 분석하였다. 연구 결과 사람들은 기술수준의 한계로 인해 스마트 스피커의 사회성이나 인간다움에 대해 큰 기대격차를 갖고 있었다. 스마트 스피커의 반응성에 대해서는 긍정적인 기대격차를 갖는 것으로 드러났고, 시간연속적으로 정보를 기억하는 것에 대해서는 정보의 민감성 정도나 제시방식에 따라 양가적 기대격차가 나타났다. 자율적인 추천에 대해서는 낮은 기대수준이 나타났고 능동적인 말걸기에 대해서는 맥락에 맞는 경우에만 선호하는 것으로 나타났다. 본 연구는 스마트 스피커와 상호작용하는 방식을 설계하고 기대 수준을 관리하는데 있어서 함의점을 제시한다.

Keywords

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