Establishing and maintaining long-term human-computer relationships

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Establishing and maintaining long-term human-computer relationships

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ACM Transactions on Computer-Human Interaction (TOCHI) archive
Volume 12 , Issue 2 (June 2005) table of contents

Pages: 293 - 327

Year of Publication: 2005

ISSN:1073-0516

Authors

Timothy W. Bickmore	Northeastern University, Boston, MA
Rosalind W. Picard	MIT Media Laboratory

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ACM New York, NY, USA

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Downloads (6 Weeks): 74, Downloads (12 Months): 526, Citation Count: 32

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abstract references cited by index terms review collaborative colleagues

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ABSTRACT

This research investigates the meaning of “human-computer relationship” and presents techniques for constructing, maintaining, and evaluating such relationships, based on research in social psychology, sociolinguistics, communication and other social sciences. Contexts in which relationships are particularly important are described, together with specific benefits (like trust) and task outcomes (like improved learning) known to be associated with relationship quality. We especially consider the problem of designing for long-term interaction, and define relational agents as computational artifacts designed to establish and maintain long-term social-emotional relationships with their users. We construct the first such agent, and evaluate it in a controlled experiment with 101 users who were asked to interact daily with an exercise adoption system for a month. Compared to an equivalent task-oriented agent without any deliberate social-emotional or relationship-building skills, the relational agent was respected more, liked more, and trusted more, even after four weeks of interaction. Additionally, users expressed a significantly greater desire to continue working with the relational agent after the termination of the study. We conclude by discussing future directions for this research together with ethical and other ramifications of this work for HCI designers.

REFERENCES

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INDEX TERMS

Primary Classification:
H. Information Systems
H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
H.5.2 User Interfaces (D.2.2, H.1.2, I.3.6)
Subjects: Evaluation/methodology

Keywords:
Human-computer interaction, embodied conversational agent, relational agent, social interface

REVIEW

"G. Smith : Reviewer"

Bickmore and Picard investigate the meaning of "human-computer relationships," and present techniques for "constructing, maintaining, and evaluating such relationships." Their primary conclusion is that they "have motivated the development of rela more...

Collaborative Colleagues:

Timothy W. Bickmore: colleagues

Rosalind W. Picard: colleagues

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