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Urgency Builds Trust: A Voice Agent's Emotional Expression in an Emergency

Authors:

Gonzalo Gonzalez-Pumariega,

Susan R. FussellAuthors Info & Claims

CSCW '23 Companion: Companion Publication of the 2023 Conference on Computer Supported Cooperative Work and Social Computing

Pages 343 - 347

https://doi.org/10.1145/3584931.3606979

Published: 14 October 2023 Publication History

Abstract

Voice agents play a crucial role in providing verbal guidance to users, especially during emergency situations to ensure their successful evacuation. While the vocal presentation of emotion significantly impacts communication effectiveness in human-agent interaction, the context-dependent impacts of emotional voice in an emergency setting remain unexplored. This study investigates the effects of voice agents’ emotional expressions conveyed through tone (i.e., Calm vs. Urgent) during a fire emergency simulation. Participants (N=30) conducted an online simulation game where a voice agent instruct them on how to evacuate from a building, while their evacuation time was tracked. After the game, participants evaluated the task experience and the voice agent’s trustworthiness and context-appropriateness. Results show that the voice agent using an urgent voice increased the participants’ cognitive trust in the agent and context-appropriateness to the emergency, compared to the agent using a calm voice. The study findings provide design implications for a voice agent’s emergency instructions, aiming for an effective evacuation process.

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Cited By

Hwang ASiy JShelby RLentz A(2024)In Whose Voice?: Examining AI Agent Representation of People in Social Interaction through Generative SpeechProceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3661555(224-245)Online publication date: 1-Jul-2024
https://dl.acm.org/doi/10.1145/3643834.3661555
Pias SHuang RWilliamson DKim MKapadia A(2024)The Impact of Perceived Tone, Age, and Gender on Voice Assistant Persuasiveness in the Context of Product RecommendationsProceedings of the 6th ACM Conference on Conversational User Interfaces10.1145/3640794.3665545(1-15)Online publication date: 8-Jul-2024
https://dl.acm.org/doi/10.1145/3640794.3665545

Index Terms

Urgency Builds Trust: A Voice Agent's Emotional Expression in an Emergency
1. Human-centered computing
  1. Human computer interaction (HCI)
    1. Empirical studies in HCI

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Published In

cover image ACM Conferences

CSCW '23 Companion: Companion Publication of the 2023 Conference on Computer Supported Cooperative Work and Social Computing

October 2023

596 pages

ISBN:9798400701290

DOI:10.1145/3584931

Editors:
Casey Fiesler
University of Colorado Boulder, USA
,
Loren Terveen
University of Minnesota, USA
,
Morgan Ames
University of California, Berkeley, USA
,
Susan Fussell
Cornell University, USA
,
Eric Gilbert
University of Michigan, USA
,
Vera Liao
Microsoft Research Montreal, Canada
,
Xiaojuan Ma
Hong Kong University of Science and Technology, Hong Kong
,
Xinru Page
Brigham Young University, USA
,
Mark Rouncefield
Lancaster University, UK
,
Vivek Singh
Rutgers University, USA
,
Pamela Wisniewski
Vanderbilt University, USA

Copyright © 2023 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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SIGCHI: ACM Special Interest Group on Computer-Human Interaction

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 14 October 2023

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CSCW '23

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CSCW '23: Computer Supported Cooperative Work and Social Computing

October 14 - 18, 2023

MN, Minneapolis, USA

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Overall Acceptance Rate 2,235 of 8,521 submissions, 26%

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CSCW '25

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October 18 - 22, 2025

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Cited By

Hwang ASiy JShelby RLentz A(2024)In Whose Voice?: Examining AI Agent Representation of People in Social Interaction through Generative SpeechProceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3661555(224-245)Online publication date: 1-Jul-2024
https://dl.acm.org/doi/10.1145/3643834.3661555
Pias SHuang RWilliamson DKim MKapadia A(2024)The Impact of Perceived Tone, Age, and Gender on Voice Assistant Persuasiveness in the Context of Product RecommendationsProceedings of the 6th ACM Conference on Conversational User Interfaces10.1145/3640794.3665545(1-15)Online publication date: 8-Jul-2024
https://dl.acm.org/doi/10.1145/3640794.3665545

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