研究聊天机器人反馈风格如何影响用户参与度与抵触心理。
Polite But Boring? Trade-offs Between Engagement and Psychological Reactance to Chatbot Feedback Styles
- 对比直接、礼貌、言语失误三种反馈风格
- 礼貌风格降低抵触但显得无趣，言语失误风格更有趣但引发抵触
- 揭示反馈设计需在参与感与心理舒适间权衡
随着对话式智能体在行为干预中日益普及，如何优化反馈方式变得愈发关键。本文探讨了三种反馈风格——‘直接’、‘礼貌’和‘言语泄露’（通过口误或表达不流畅暗示理想行为）——对用户感知与行为意图的影响。正如文献预期，‘直接’风格导致更低的行为意愿和更高心理抵触；而‘礼貌’风格虽提升行为意愿并降低抵触，却显得平淡无趣。相反，‘言语泄露’虽引发较高抵触，但显著提升惊喜感、参与度与幽默感。研究揭示，有效反馈需在心理抵触与用户参与之间进行权衡，‘言语泄露’等新策略为设计提供了潜在突破口。
原文摘要 · Abstract (English)
As conversational agents become increasingly common in behaviour change interventions, understanding optimal feedback delivery mechanisms becomes increasingly important. However, choosing a style that both lessens psychological reactance (perceived threats to freedom) while simultaneously eliciting feelings of surprise and engagement represents a complex design problem. We explored how three different feedback styles: 'Direct', 'Politeness', and 'Verbal Leakage' (slips or disfluencies to reveal a desired behaviour) affect user perceptions and behavioural intentions. Matching expectations from literature, the 'Direct' chatbot led to lower behavioural intentions and higher reactance, while the 'Politeness' chatbot evoked higher behavioural intentions and lower reactance. However, 'Politeness' was also seen as unsurprising and unengaging by participants. In contrast, 'Verbal Leakage' evoked reactance, yet also elicited higher feelings of surprise, engagement, and humour. These findings highlight that effective feedback requires navigating trade-offs between user reactance and engagement, with novel approaches such as 'Verbal Leakage' offering promising alternative design opportunities.
Thank you to arXiv for use of its open access interoperability. PaperDance 不是 arXiv 官方产品；中文卡片由大模型生成，请以原文为准。