Understanding the impact of control levels over emotion-aware chatbots

作者：

Highlights：

• In this study, we investigated the effect of control over emotion-aware chatbots.

• Rising ability to control emotion-aware chatbots increases user autonomy and trust.

• At the same time, a higher level of control does not increase cognitive effort.

• Analyzing users' control behavior, we identified four distinct control strategies.

• Users can be categorized as Soloists, Kickstarter, Controller, and Undecideds.

摘要

•In this study, we investigated the effect of control over emotion-aware chatbots.•Rising ability to control emotion-aware chatbots increases user autonomy and trust.•At the same time, a higher level of control does not increase cognitive effort.•Analyzing users' control behavior, we identified four distinct control strategies.•Users can be categorized as Soloists, Kickstarter, Controller, and Undecideds.

论文关键词：Emotion-aware chatbot,Autonomy,Trust,Cognitive effort,Control strategy,Experiment

论文评审过程：Received 31 March 2021, Revised 26 November 2021, Accepted 27 November 2021, Available online 30 November 2021, Version of Record 15 December 2021.

论文官网地址：https://doi.org/10.1016/j.chb.2021.107122