Evaluation of emotional satisfaction using questionnaires in voice-based human–ai interaction

Abstract

With the development of artificial intelligence technology, voice-based intelligent systems (VISs), such as AI speakers and virtual assistants, are intervening in human life. VISs are emerging in a new way, called human–AI interaction, which is different from existing human–computer interaction. Using the Kansei engineering approach, we propose a method to evaluate user satisfaction during interaction between a VIS and a user-centered intelligent system. As a user satisfaction evaluation method, a VIS comprising four types of design parameters was developed. A total of 23 subjects were considered for interaction with the VIS, and user satisfaction was measured using Kansei words (KWs). The questionnaire scores collected through KWs were analyzed using exploratory factor analysis. ANOVA was used to analyze differences in emotion. On the “pleasurability” and “reliability” axes, it was confirmed that among the four design parameters, “sentence structure of the answer” and “number of trials to get the right answer for a question” affect the emotional satisfaction of users. Four satisfaction groups were derived according to the level of the design parameters. This study can be used as a reference for conducting an integrated emotional satisfaction assessment using emotional metrics such as biosignals and facial expressions. © 2021 by the authors. Licensee MDPI, Basel, Switzerland.