首页> 外文期刊>ACM Transactions on Computer-Human Interaction >An Investigation into the Effects of Text-to-Speech Voice and 3D Avatars on the Perception of Presence and Flow of Live Help in Electronic Commerce
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An Investigation into the Effects of Text-to-Speech Voice and 3D Avatars on the Perception of Presence and Flow of Live Help in Electronic Commerce

机译:文本语音转换语音和3D头像对电子商务中在线帮助的存在和流动的感知的调查

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Expansion and growth of online shopping has led many companies to provide real-time communications on their Web sites to facilitate human-to-human interaction between service representatives and customers. The current study analyzes the interface design of such Live Help functions. More specifically, it attempts to understand whether or not the implementation of Text-To-Speech (ITS) voice communication and 3D avatars in the user interface of Live Help affects consumers' views of their own interactions with a service person. A laboratory experiment was designed to empirically test the hypotheses that TTS voice communication and 3D avatars can significantly affect consumers' perceptions of presence and flow. A 2*3 full factorial design was used (assessing three options for the use of voice and text, and two options for the use of avatars). The results of the experiment demonstrate that the presence of TTS voice significantly increases consumers' perceptions of flow (a construct depicting a user's interaction with a computer as playful and exploratory), while 3D avatars enhance consumers' feelings of telepresence (a user's experience of seeming to be present in a remote environment by means of a communication medium). These findings offer practitioners guidelines on how to improve interface designs for real-time human-to-human communications on electronic commerce Web sites.
机译:在线购物的扩展和增长促使许多公司在其网站上提供实时通信,以促进服务代表与客户之间的人与人之间的交互。当前的研究分析了此类实时帮助功能的界面设计。更具体地说,它试图了解Live Help用户界面中文本语音转换(ITS)语音通信和3D头像的实现是否会影响消费者对他们自己与服务人员的交互的看法。设计了一个实验室实验,以实证测试TTS语音通信和3D化身可以显着影响消费者对在场和流量感知的假设。使用2 * 3的全因子设计(评估使用语音和文本的三个选项,以及使用化身的两个选项)。实验结果表明,TTS语音的存在显着提高了消费者对流量的感知(这种结构将用户与计算机的交互描述为有趣和探索性的),而3D头像则增强了消费者的网真感(用户的体验通过通信介质存在于远程环境中)。这些发现为从业人员提供了有关如何改进电子商务网站上实时人与人通信的界面设计的指南。

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