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Voice app (Google Actions and Alexa Skills) : the influence of the assistant's voice on users

Author

Listed:
  • Nicolas Kusz

    (UP1 EMS - Université Paris 1 Panthéon-Sorbonne - École de Management de la Sorbonne - UP1 - Université Paris 1 Panthéon-Sorbonne, PRISM Sorbonne - Pôle de recherche interdisciplinaire en sciences du management - UP1 - Université Paris 1 Panthéon-Sorbonne)

  • Jean-François Lemoine

    (ESSCA Research Lab - ESSCA - Ecole Supérieure des Sciences Commerciales d'Angers, PRISM Sorbonne - Pôle de recherche interdisciplinaire en sciences du management - UP1 - Université Paris 1 Panthéon-Sorbonne, UP1 EMS - Université Paris 1 Panthéon-Sorbonne - École de Management de la Sorbonne - UP1 - Université Paris 1 Panthéon-Sorbonne)

Abstract

Voice-activated virtual assistants (Google, Alexa, etc.) are becoming more and more a part of people's daily lives. Although their usefulness and functionalities are increasing, the voice interface between man and machine has not been sufficiently taken into account by companies that have developed their voice application (i.e. Alexa Skills or Google Actions) yet: the synthetic voice applied to the technology. Our research aims to measure the impact of the assistant's voice on consumers reactions. Based on 15 interviews of users, the results reveal that the type of voice of the assistant influences trust in the assistant and social presence. However, in contrast to studies conducted on virtual agents and chatbots, our research indicates that realism influences trust; a synthetic voice that sounds exactly like a human degrades the perception of the voice assistant.

Suggested Citation

  • Nicolas Kusz & Jean-François Lemoine, 2023. "Voice app (Google Actions and Alexa Skills) : the influence of the assistant's voice on users," Post-Print hal-04108783, HAL.
    • Handle: RePEc:hal:journl:hal-04108783
    Note: View the original document on HAL open archive server: https://paris1.hal.science/hal-04108783
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    References listed on IDEAS

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    1. McLean, Graeme & Osei-Frimpong, Kofi & Barhorst, Jennifer, 2021. "Alexa, do voice assistants influence consumer brand engagement? – Examining the role of AI powered voice assistants in influencing consumer brand engagement," Journal of Business Research, Elsevier, vol. 124(C), pages 312-328.
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    More about this item

    Keywords

    voice assistant; trust; social presence; HMI;
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