research-article

Alexa as an Active Listener: How Backchanneling Can Elicit Self-Disclosure and Promote User Experience

Authors:

Nasim Motalebi,

S. Shyam Sundar,

Saeed AbdullahAuthors Info & Claims

Proceedings of the ACM on Human-Computer Interaction, Volume 6, Issue CSCW2

Article No.: 273, Pages 1 - 23

https://doi.org/10.1145/3555164

Published: 11 November 2022 Publication History

Abstract

Active listening is a well-known skill applied in human communication to build intimacy and elicit self-disclosure to support a wide variety of cooperative tasks. When applied to conversational UIs, active listening from machines can also elicit greater self-disclosure by signaling to the users that they are being heard, which can have positive outcomes. However, it takes considerable engineering effort and training to embed active listening skills in machines at scale, given the need to personalize active-listening cues to individual users and their specific utterances. A more generic solution is needed given the increasing use of conversational agents, especially by the growing number of socially isolated individuals. With this in mind, we developed an Amazon Alexa skill that provides privacy-preserving and pseudo-random backchanneling to indicate active listening. User study (N = 40) data show that backchanneling improves perceived degree of active listening by smart speakers. It also results in more emotional disclosure, with participants using more positive words. Perception of smart speakers as active listeners is positively associated with perceived emotional support. Interview data corroborate the feasibility of using smart speakers to provide emotional support. These findings have important implications for smart speaker interaction design in several domains of cooperative work and social computing.

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Index Terms

Alexa as an Active Listener: How Backchanneling Can Elicit Self-Disclosure and Promote User Experience
1. Applied computing
  1. Life and medical sciences
    1. Consumer health
2. Human-centered computing
  1. Interaction design
    1. Interaction design theory, concepts and paradigms
  2. Ubiquitous and mobile computing
    1. Ubiquitous and mobile devices
      1. Personal digital assistants

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Proceedings of the ACM on Human-Computer Interaction Volume 6, Issue CSCW2

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November 2022

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DOI:10.1145/3571154

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Chen CLiao MWalther JSundar S(2024)When an AI Doctor Gets Personal: The Effects of Social and Medical Individuation in Encounters With Human and AI DoctorsCommunication Research10.1177/00936502241263482Online publication date: 2-Aug-2024
https://doi.org/10.1177/00936502241263482
Li XLiu SZhou ZGuo BXu YYu Z(2024)EchoPFLProceedings of the ACM on Interactive, Mobile, Wearable and Ubiquitous Technologies10.1145/36435608:1(1-22)Online publication date: 6-Mar-2024
https://dl.acm.org/doi/10.1145/3643560
Gong KGao YDong W(2024)Privacy-Preserving and Cross-Domain Human Sensing by Federated Domain Adaptation with Semantic Knowledge CorrectionProceedings of the ACM on Interactive, Mobile, Wearable and Ubiquitous Technologies10.1145/36435038:1(1-26)Online publication date: 6-Mar-2024
https://dl.acm.org/doi/10.1145/3643503
Alizadeh FTolmie PLee MWintersberger PPins DStevens G(2024)Voice Assistants' Accountability through Explanatory DialoguesProceedings of the 6th ACM Conference on Conversational User Interfaces10.1145/3640794.3665557(1-12)Online publication date: 8-Jul-2024
https://dl.acm.org/doi/10.1145/3640794.3665557
Sun YChen JSundar S(2024)Chatbot ads with a human touch: A test of anthropomorphism, interactivity, and narrativityJournal of Business Research10.1016/j.jbusres.2023.114403172(114403)Online publication date: Feb-2024
https://doi.org/10.1016/j.jbusres.2023.114403
Karaturhan POrhan İKuşcu KYantaç A(2024)Informing the design of question-asking conversational agents for reflectionPersonal and Ubiquitous Computing10.1007/s00779-024-01831-7Online publication date: 24-Aug-2024
https://doi.org/10.1007/s00779-024-01831-7
Han HMendu SJaworski BOwen JAbdullah S(2023)Preliminary Evaluation of a Conversational Agent to Support Self-management of Individuals Living With Posttraumatic Stress Disorder: Interview Study With Clinical ExpertsJMIR Formative Research10.2196/458947(e45894)Online publication date: 29-May-2023
https://doi.org/10.2196/45894
Dai JMoffatt K(2023)Enriching Social Sharing for the Dementia Community: Insights from In-Person and Online Social ProgramsACM Transactions on Accessible Computing10.1145/358255816:1(1-33)Online publication date: 29-Mar-2023
https://dl.acm.org/doi/10.1145/3582558
Itzchakov GWheeler S(2023)Listen to this: Why consumer behavior researchers should care about listeningConsumer Psychology Review10.1002/arcp.10927:1(40-57)Online publication date: 20-Dec-2023
https://doi.org/10.1002/arcp.1092

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