A note of caution regarding anthropomorphism in HCI agents

摘要

Universal usability is an important component of HCI, particularly as companies promote their products in increasingly global markets to users with diverse cultural backgrounds. Successful anthropomorphic agents must have appropriate computer etiquette and nonverbal communication patterns. Because there are differences in etiquette, tone, formality, and colloquialisms across different user populations, it is unlikely that a generic anthropomorphic agent would be universally appealing. Additionally, because anthropomorphic characters are depicted as capable of human reasoning and possessing human motivations, users may ascribe undue trust in these agents. Trust is a complex construct that exerts an important role in a user’s interactions with an interface or system. Feelings and perceptions about an anthropomorphic agent may impact the construction of a mental model about a system, which may lead to inappropriate calibrations of automation trust that is based on an emotional connection with the anthropomorphic agent rather than on actual system performance.