Design Convergence Study (디자인융복합연구)
- Volume 18 Issue 3
- /
- Pages.71-87
- /
- 2019
- /
- 2287-4089(pISSN)
DOI QR Code
Effects of self-disclosure in conversational agents - Comparison of task- and social-oriented dialogues -
- Lee, Kahyun (Yonsei University Graduate School of Information) ;
- Choi, Kee-eun (Yonsei University Graduate School of Information) ;
- Choi, Junho (Yonsei University Graduate School of Information)
- Received : 2019.05.13
- Accepted : 2019.05.28
- Published : 2019.06.30
Abstract
Previous research has shown that the use of self-disclosure, the process of revealing personal thoughts and feelings, in conversational agents (CAs) increases overall user evaluations. However, research exploring the effects of self-disclosure in different situations or dialogue types is limited. This study investigated the effects of self-disclosure and dialogue type (task- vs. social-oriented) on trust, usefulness, and usage intention. Results showed significant interaction effects between self-disclosure and dialogue type. For CAs that did not use self-disclosure, trust, usefulness, and usage intention were higher in task-oriented dialogues. In contrast, CAs that did use self-disclosure had higher trust, usefulness, and usage intention in social-oriented dialogues. These results suggest that researchers and designers should consider the specific dialogue types and corresponding user goals when adding human qualities, such as self-disclosure, to CAs.