The effectiveness of social agents in reducing user frustration

Authors:
Nada Jaksic;Pedro Branco;Peter Stephenson;L. Miguel Encarnação
Affiliations:
University of Rhode Island, Kingston, RI;IMEDIA, Providence, RI;IMEDIA, Providence, RI;IMEDIA, Providence, RI
Venue:
CHI '06 Extended Abstracts on Human Factors in Computing Systems
Year:
2006

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Abstract

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.