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The effectiveness of social agents in reducing user frustration

: Jaksic, N.; Branco, P.; Stephenson, P.; Encarnacao, L.M.

Association for Computing Machinery -ACM-, Special Interest Group on Computer and Human Interaction -SIGCHI-:
Interact, Inform, Inspire. CHI 2006 Conference Proceedings and Extended Abstracts. DVD-ROM : CHI '06, Montréal, Québec, Canada, April 22-27, 2006
New York: ACM Press, 2006
ISBN: 1-59593-372-7
ISBN: 1-59593-298-4
Conference on Human Factors in Computing Systems (CHI) <24, 2006, Montreal, Canada>
Fraunhofer IGD ()
affective computing; human-computer interaction; HCI; social agent

A study was conducted to evaluate the effectiveness of social agents in reducing user frustration. The particular type of agent studied reacted to users' facial expressions while they browsed through a shopping website. While highly frustrated users reported that the agent often increased their frustration, those experiencing a moderate level of frustration stated that it somewhat reduced their frustrations.