Designing an age-friendly conversational AI agent for mobile banking: the effects of voice modality and lip movement

IF 5.3 2区计算机科学 Q1 COMPUTER SCIENCE, CYBERNETICS International Journal of Human-Computer Studies Pub Date : 2024-03-21 DOI:10.1016/j.ijhcs.2024.103262

Doha Kim , Hayeon Song

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Abstract

Age factor is a significant barrier in adopting mobile banking mainly due to low competence in using the system and security concerns. Thus, this study presents a conversational artificial intelligence agent-based mobile banking app that is specially designed for seniors considering their needs and physical characteristics. Voice modality and lip-movement were identified as the important factors to improve seniors’ mobile banking service experience and the effect of them were empirically tested by conducting a controlled experiment with between-subject design. In total, 91 participants who were 55 years or older used the app to complete the given tasks of online banking. Results showed that those in the two voice modality conditions, compared to text agent condition, reported higher levels of trust, perceived ease of use, and social presence. The effect of lip movement of the agent also showed significant results in those three dependant variables. The result of mediation analysis revealed that agent's lip movement increased social presence and perceived ease of use, which further increased trust toward the agent. The results are meaningful especially because trust and perceived ease of use were listed as the main reason for not using online banking services among non-users. The implications of the study were discussed.

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为移动银行设计一个对老年人友好的人工智能对话代理：语音模式和嘴唇运动的影响

年龄因素是使用手机银行的一个重要障碍，主要原因是使用系统的能力较低和安全问题。因此，本研究提出了一种基于人工智能代理的会话式移动银行应用程序，该应用程序专门针对老年人的需求和身体特征而设计。语音模式和唇部动作被认为是改善老年人手机银行服务体验的重要因素，并通过主体间设计的对照实验对其效果进行了实证检验。共有 91 名 55 岁及以上的参与者使用该应用程序完成了给定的网上银行任务。结果表明，与文字代理条件相比，两种语音模式条件下的参与者报告的信任度、感知易用性和社交存在感水平更高。在这三个因变量中，语音代理的唇部动作也有显著影响。中介分析的结果显示，代理的唇部动作增加了社交存在感和感知易用性，从而进一步增加了对代理的信任。这些结果非常有意义，尤其是因为信任和感知易用性被列为非用户不使用网上银行服务的主要原因。我们还讨论了这项研究的意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Human-Computer Studies 工程技术-计算机：控制论

CiteScore

11.50

自引率

5.60%

发文量

108

审稿时长

3 months

期刊介绍： The International Journal of Human-Computer Studies publishes original research over the whole spectrum of work relevant to the theory and practice of innovative interactive systems. The journal is inherently interdisciplinary, covering research in computing, artificial intelligence, psychology, linguistics, communication, design, engineering, and social organization, which is relevant to the design, analysis, evaluation and application of innovative interactive systems. Papers at the boundaries of these disciplines are especially welcome, as it is our view that interdisciplinary approaches are needed for producing theoretical insights in this complex area and for effective deployment of innovative technologies in concrete user communities. Research areas relevant to the journal include, but are not limited to: • Innovative interaction techniques • Multimodal interaction • Speech interaction • Graphic interaction • Natural language interaction • Interaction in mobile and embedded systems • Interface design and evaluation methodologies • Design and evaluation of innovative interactive systems • User interface prototyping and management systems • Ubiquitous computing • Wearable computers • Pervasive computing • Affective computing • Empirical studies of user behaviour • Empirical studies of programming and software engineering • Computer supported cooperative work • Computer mediated communication • Virtual reality • Mixed and augmented Reality • Intelligent user interfaces • Presence ...