Designing Trustworthy Product Recommendation Virtual Agents Operating Positive Emotion and Having Copious Amount of Knowledge

Tetsuya Matsui; Seiji Yamada; Seiji Yamada

doi:10.3389/fpsyg.2019.00675

Frontiers in Psychology (Apr 2019)

Designing Trustworthy Product Recommendation Virtual Agents Operating Positive Emotion and Having Copious Amount of Knowledge

Tetsuya Matsui,
Seiji Yamada,
Seiji Yamada

Affiliations

Tetsuya Matsui: Department of Computer and Information Science, Faculty of Science and Technology, Seikei University, Tokyo, Japan
Seiji Yamada: Digital Content and Media Sciences Research Division, National Institute of Informatics, Tokyo, Japan
Seiji Yamada: Department of Informatics, The Graduate University for Advanced Studies (SOKENDAI), Tokyo, Japan

DOI: https://doi.org/10.3389/fpsyg.2019.00675
Journal volume & issue: Vol. 10

Abstract

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Anthropomorphic agents used in online-shopping need to be trusted by users so that users feel comfortable buying products. In this paper, we propose a model for designing trustworthy agents by assuming two factors of trust, that is, emotion and knowledgeableness perceived. Our hypothesis is that when a user feels happy and perceives an agent as being highly knowledgeable, a high level of trust results between the user and agent. We conducted four experiments with participants to verify this hypothesis by preparing transition operators utilizing emotional contagion and knowledgeable utterances. As a result, we verified that users' internal states transitioned as expected and that the two factors significantly influenced their trust states.

Published in Frontiers in Psychology

ISSN: 1664-1078 (Online)
Publisher: Frontiers Media S.A.
Country of publisher: Switzerland
LCC subjects: Philosophy. Psychology. Religion: Psychology
Website: https://www.frontiersin.org/journals/psychology

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