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Front. Psychol. | doi: 10.3389/fpsyg.2019.00675

Designing Trustworthy Product Recommendation Virtual Agents Operating Positive Emotion and Having Copious Amount of Knowledge

  • 1Seikei University, Japan
  • 2National Institute of Informatics, Japan

Anthropomorphic agents used in online-shopping need to be trusted by users so that users feel comfortable buying products. In this paper, we propose a model for designing trustworthy agents by assuming two factors of trust, that is, emotion and knowledgeableness perceived. Our hypothesis is that when a user feels happy and perceives an agent as being highly knowledgeable, a high level of trust results between the user and agent. We conducted four experiments with participants to verify this hypothesis by preparing transition operators utilizing emotional contagion and knowledgeable utterances. As a result, we verified that users' internal states transitioned as expected and that the two factors significantly influenced their trust states.

Keywords: Affective Computing, anthropomorphic agents, virtual agent, Human-agent interaction (HAI), Trust

Received: 09 Aug 2018; Accepted: 11 Mar 2019.

Edited by:

Maria V. Sanchez-Vives, August Pi i Sunyer Biomedical Research Institute (IDIBAPS), Spain

Reviewed by:

Maria Koutsombogera, Trinity College Dublin, Ireland
Jonathan M. Aitken, University of Sheffield, United Kingdom  

Copyright: © 2019 Matsui and Yamada. This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.

* Correspondence: Dr. Tetsuya Matsui, Seikei University, Musashino, Japan, t-matsui@st.seikei.ac.jp