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Google and Alexa voice app : the influence of the voice on consumers
[Voice app Google et Alexa : les effets de la voix de synthèse sur les réactions des consommateurs]

Author

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  • Nicolas Kusz

    (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)

  • 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

More and more companies develop "voice app" integrated into Google and Alexa systems, to offer a new channel of interaction to their consumers in addition to their website and their smartphone application. 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. If the voice is no longer the privilege of humans, our research aims to explore the influence of the type of voice of a voice assistant (human versus artificial) on the cognitive reactions of consumers. Based on an exploratory qualitative study conducted with 15 people, the results suggest that the voice type of the assistant influences ease of use and perceived anthropomorphism by users. Furthermore, our study reveals 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. "Google and Alexa voice app : the influence of the voice on consumers [Voice app Google et Alexa : les effets de la voix de synthèse sur les réactions des consommateurs]," Post-Print hal-04281434, HAL.
    • Handle: RePEc:hal:journl:hal-04281434
    Note: View the original document on HAL open archive server: https://hal.science/hal-04281434
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    More about this item

    Keywords

    voice assistant; synthetic voice; trust; usability; anthropomorphism; Assistant vocal; Voix de synthèse; Facilité d’utilisation; Anthropomorphisme;
    All these keywords.

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