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Vers des agents conversationnels animés sociaux : Quelle influence de l'intimité virtuelle sur l'expérience utilisateur et la relation-client ?

Abstract : Embodied Conversational Agents (ECAs) are increasingly present in our daily lives and are gradually finding a place in our habits. These expert systems have professional skills in a wide range of domains (banking, ensurrance, health, education). However, ECAs are still suffering from a lack of adoption by users, who tire of them very quickly or just refuse to use them. One explaination is that profesionnal skills alone are not enought to satisfy users and social skills play an important role in the customer-relationship.At the crossroads of social psychology, affective computing and ergonomics, this thesis aims to explore the impact of socioemotional skills of ECAs on user experience (UX) and the customer-relationship.For its central role in human relationships, but also for its contribution to the sense of social presence and to the building of the customer-relationship, we chose to focus on one particular social skill: intimacy. We developed a theoretical model of virtual intimacy for ECAs, inspired by the literature in human psychology. First, we confirmed the validity of our model in a series of studies investigating the perception of virtual intimacy of observers with respect to interactions between a virtual tourism counselor expressing intimate multimodal behaviors and a tourist. Our results show that our virtual counselor is capable of generating as much intimacy as a human and that the perception of virtual intimacy is sensitive to different regulating factors (interactions properties, individual caracteristics).Second, we explored the perceptions, behaviors and experiences of real tourists in real interaction situations with an autonomous version of our intimate virtual counselor.Our results identify virtual intimacy as a potential candidate to foster the social dimension of human-agent interactions and move toward a better UX. They open up new opportunities to allow ACAs to become genuine social partners.
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https://tel.archives-ouvertes.fr/tel-03166014
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Submitted on : Thursday, March 11, 2021 - 9:22:09 AM
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  • HAL Id : tel-03166014, version 1

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Delphine Potdevin. Vers des agents conversationnels animés sociaux : Quelle influence de l'intimité virtuelle sur l'expérience utilisateur et la relation-client ?. Psychologie. Université Paris-Saclay, 2020. Français. ⟨NNT : 2020UPASW004⟩. ⟨tel-03166014⟩

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