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‘Can I Trust the Spoken Dialogue System Because It Uses the Same Words as I Do?’—Influence of Lexically Aligned Spoken Dialogue Systems on Trustworthiness and User Satisfaction

  • One of many ways in which spoken dialogue systems (SDS) are becoming more and more flexible is in their choice of words (e.g. alignment to the user’s vocabulary). We examined how users perceive such adaptive and non-adaptive SDS regarding trustworthiness and usability. In Experiment 1, 130 participants read out questions to an SDS that either made or did not make lexical alignment in its replies. They perceived higher cognitive demand when the SDS did not employ alignment. In Experiment 2, 135 participants listened to a conversation between a human and the same SDS in an online study. They judged the aligned SDS to have more integrity and to be more likeable. Implications for the design of SDS are discussed.

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Author:Gesa Linnemann, Regina Jucks
DOI:https://doi.org/10.1093/iwc/iwy005
Parent Title (English):Interacting with Computers
Document Type:Article
Language:English
Date of Publication (online):2019/05/28
Year of first Publication:2018
Publishing Institution:Fachhochschule Münster - University of Applied Sciences
Release Date:2019/05/28
Volume:30
Issue:3
First Page:173
Last Page:186
Faculties:Sozialwesen (SW)
Publication list:Linnemann, Gesa
Licence (German):License LogoBibliographische Daten