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The influence of the voice app on users reactions : a qualitative study
[L'influence de la voix d'une application vocale sur les réactions des utilisateurs : une étude exploratoire]

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  • 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

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

Abstract

To offer a new channel of interaction to in addition to their website and their smartphone application, more and more companies develop "voice app" integrated into Google and Alexa systems, With spectacular progress in voice recognition and synthetic voice technologies, the voice assistant makes it possible to establish a real dialogue between the human and the system. Our research aims to measure the influence of the type of voice of a voice assistant (human versus artificial) on the cognitive reactions of users. Our qualitative study conducted with 15 people suggests that the voice type of the assistant influences ease of use and perceived anthropomorphism by users. Furthermore, our results reveal that anthropomorphism has a negative impact on usability; the user seems to forget that he's talking to a machine and forget adjusting his requests accordingly.

Suggested Citation

  • Nicolas Kusz & Jean-François Lemoine, 2023. "The influence of the voice app on users reactions : a qualitative study [L'influence de la voix d'une application vocale sur les réactions des utilisateurs : une étude exploratoire]," Post-Print hal-04124918, HAL.
    • Handle: RePEc:hal:journl:hal-04124918
    Note: View the original document on HAL open archive server: https://hal.science/hal-04124918
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    Keywords

    voice assistant; synthetic voice; usability; anthropomorphism.; assistant vocal; voix de synthèse; facilité d'utilisation; anthropomorphisme;
    All these keywords.

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