虚拟聊天机器人拟人化特征对用户接受的影响  

Influence of Anthropomorphic Characteristics of Virtual Chatbot on User Acceptance

作　　者：刘雨 操雅琴[1] LIU Yu;CAO Ya-qin(School of Economics and Management,Anhui Polytechnic University,Wuhu 241000,China)

机构地区：[1]安徽工程大学经济与管理学院,安徽芜湖241000

出　　处：《人类工效学》2023年第1期8-15,共8页Chinese Journal of Ergonomics

基　　金：国家自然科学基金青年项目(71701003,71801002);2021年度安徽高校自然科学研究重点项目(KJ2021A0502);2021年度安徽省社会科学创新发展攻关研究课题(2021CX075)。

摘　　要：目的探讨虚拟聊天机器人拟人化的特征以及拟人化特征如何影响用户对虚拟聊天机器人的接受意愿。方法采用因子分析、多因素方差分析、多元线性回归分析、机器学习(BP神经网络和支持向量SVM)等方法对500名用户的问卷调查数据进行统计分析。结果虚拟聊天机器人拟人化特征(外观拟人化和对话拟人化)对感知社会性、感知相似性、感知逻辑性、感知对话性产生显著影响;虚拟聊天机器人的拟人化特征越显著,用户心理感知越高,进而情感体验越趋向于积极,用户的接受意愿越强烈;能够利用四个拟人化感知因子对虚拟聊天机器人拟人化程度进行分类,并预测用户对虚拟聊天机器人的接受意愿。结论虚拟聊天机器人拟人化感知的高低会影响情感体验的积极性,从而影响用户对虚拟聊天机器人的接受意愿,研究为未来设计虚拟聊天机器人拟人化特征提供了参考。Objective To explore the anthropomorphic characteristics of virtual chat robot and how its anthropomorphic characteristics affected users'willingness to accept virtual chat robot.Methods factor analysis,multivariate analysis of variance,multiple linear regression analysis and machine learning(BP neural network and support vector machine SVM)were used to statistically analyse the questionnaire data of 500 users.Results the anthropomorphism characteristics of a virtual chatbot(appearance anthropomorphism and dialogue anthropomorphism)had a significant impact on perceived sociality,perceived similarity,perceived logic,and perceived dialogue.The more significant the anthropomorphic characteristics of the virtual chatbot,the higher the user's psychological perception,the more positive emotion that a user experienced,the stronger the user's willingness to accept;Four anthropomorphic perception factors could be used to classify the anthropomorphic degree of a virtual chatbot,and predict users'acceptance intention to the virtual chatbot.Conclusion The anthropomorphic perception of virtual chat robot will affect the enthusiasm of emotional experience,thus affecting users'willingness to accept virtual chat robot.The research provides a reference for the design of anthropomorphic characteristics of virtual chat robot in the future.

关 键 词：人机交互 智能音箱 语音识别 元宇宙 虚拟聊天机器人 拟人化特征 情感体验 用户接受 

分 类 号：C939[经济管理—管理学] C93