‘Alexa, I feel for you!’ Observers’ Empathetic Reactions towards a Conversational Agent

Conversational agents and smart speakers have grown in popularity offering a variety of options for use, which are available through intuitive speech operation. In contrast to the standard dyad of a single user and a device, voice-controlled operations can be observed by further attendees resulting in new, more social usage scenarios. Referring to the concept of ‘media equation’ and to research on the idea of ‘computers as social actors,’ which describes the potential of technology to trigger emotional reactions in users, this paper asks for the capacity of smart speakers to elicit empathy in observers of interactions. In a 2 × 2 online experiment, 140 participants watched a video of a man talking to an Amazon Echo either rudely or neutrally (factor 1), addressing it as ‘Alexa’ or ‘Computer’ (factor 2). Controlling for participants’ trait empathy, the rude treatment results in participants’ significantly higher ratings of empathy with the device, compared to the neutral treatment. The form of address had no significant effect. Results were independent of the participants’ gender and usage experience indicating a rather universal effect, which confirms the basic idea of the media equation. Implications for users, developers and researchers were discussed in the light of (future) omnipresent voice-based technology interaction scenarios.

Moving Ahead With Human-Machine Communication

In this essay, we introduce the 10 articles comprising Volume 2 (2021) of Human-Machine Communication, each of which is innovative and offers a substantial contribution to the field of human-machine communication (HMC). As a collection, these articles move forward the HMC project by touching on four layers of important discourse: (1) updates to theoretical frameworks and paradigms, including Computers as Social Actors (CASA; Nass et al., 1996), (2) examination of ontology and prototyping processes, (3) critical analysis of gender and ability/disability relations, and (4) extension of HMC scholarship into organizational contexts. Building upon the insights offered by the contributing authors and incorporating perspectives coming from the historical, sociological, and semiotic (and hermeneutic) disciplines, we discuss challenges of applying CASA in HMC to suggest reframing in light of long-standing human experiences with automata, objective culture, narration (fiction), and symbols. Whereas CASA’s “old brains engage new media” formulation leads naturally to a focus on mindless versus mindful attribution processes, these hermeneutic and semiotic interpretations of robots/media as narrative texts and symbolic humans beg scholarly attention to issues of literacy and representation, respectively. Finally, we advance a series of justifications/calls for future research avenues.

Avatars and computer-mediated communication: A review of the definitions, uses, and effects of digital representations on communication

Avatars are growing in popularity and present in many interfaces used for computer-mediated communication including social media, ecommerce, and educational applications. Communication researchers have been investigating avatars for over twenty years, and an examination of this literature reveals similarities but also notable discrepancies in conceptual definitions. The goal of this chapter is to provide a general overview of current debates, methodological approaches, and trends in findings. Our review synthesizes previous research in four areas. First, we examine how scholars have conceptualized the term “avatar,” identify similarities and differences across these definitions, and recommend that scholars use the term consistently. Next, we review theoretical perspectives relevant to avatar perception (e.g., the computers as social actors framework). Then, we examine avatar characteristics that communicators use to discern the humanity and social potential of an avatar (anthropomorphism, form realism, behavioral realism, and perceived agency) and discuss implications for attributions and communication outcomes. We also review findings on the social categorization of avatars, such as when people apply categories like sex, gender, race, and ethnicity to their evaluations of digital representations. Finally, we examine research on avatar selection and design relevant to communication outcomes. Here, we review both motivations in CMC contexts (such as self-presentation and identity expression) and potential effects (e.g., persuasion). We conclude with a discussion of future directions for avatar research and propose that communication researchers consider avatars not just as a topic of study, but also as a tool for testing theories and understanding critical elements of human communication. Avatar-mediated environments provide researchers with a number of advantageous technological affordances that can enable manipulations that may be difficult or inadvisable to execute in natural environments. We conclude by discussing the use of avatar research to extend communication theory and our understanding of communication processes.

A Theoretical Justification for Using Embodied Conversational Agents (ECAs) to Augment Accounting-Related Interviews

ABSTRACT In today's increasingly complex business environment, accounting firms face additional pressures regarding cost reduction, engagement scope, and attention to quality. This paper proposes that embodied conversational agents (ECAs) are particularly well suited to automate and augment accounting interviews to save costs, streamline the interviewing process, and maintain quality. An ECA is an autonomous computer interface capable of human-like interactions such as interviews. This paper describes how an ECA can be used to augment accounting-related interviews and the advantages and disadvantages of doing so. This paper also presents the ECA Self-Disclosure Model with propositions of how self-disclosure can be influenced by an ECA through reciprocal behavior and rapport building. The model and propositions are supported by the computers-as-social-actors (CASA) paradigm (Reeves and Nass 1996). This paper concludes by discussing limitations of ECA use in the real world and by recommending how the model and propositions can be tested empirically in future research.

Mindful tutors

It has been proposed that the design of robots might benefit from interactions that are similar to caregiver–child interactions, which is tailored to children’s respective capacities to a high degree. However, so far little is known about how people adapt their tutoring behaviour to robots and whether robots can evoke input that is similar to child-directed interaction. The paper presents detailed analyses of speakers’ linguistic behaviour and non-linguistic behaviour, such as action demonstration, in two comparable situations: In one experiment, parents described and explained to their nonverbal infants the use of certain everyday objects; in the other experiment, participants tutored a simulated robot on the same objects. The results, which show considerable differences between the two situations on almost all measures, are discussed in the light of the computer-as-social-actor paradigm and the register hypothesis. Keywords: child-directed speech (CDS); motherese; robotese; motionese; register theory; social communication; human–robot interaction (HRI); computers-as-social-actors; mindless transfer

Incorporating social dimensions in Web-store design

Buyer-seller interactions have significant social dimensions. Shopping on the Internet is mediated by technological interfaces, which are thought of as tools that suppress the social nature of the shopping activity. However, Reeves and Nass argue that technological media, such as computers, are ‘fundamentally social and natural’. Thus it is both important and intriguing to understand the social characteristics being projected by the interface or perceived by the Internet shopper. We draw from three domains – theories of social psychology, retail theories and practices, and the concept of computers as social actors – to provide theoretical basis for this thesis. Specifically, we demonstrate our approach by furnishing theoretical arguments for the need to pay attention to the following social dimensions in Web-based stores: politeness, flattery, self-evaluation and other-evaluation, expertise and aesthetics.