語音助理性別對使用者的權力與信任感知之影響

The Impact of the Voice Assistant’s Gender on the User's Perception of Power and Trust

陳慧娟(Hui-Chang Chen)

指導教授 ： 游曉貞

國立臺中科技大學/設計學院/多媒體設計系碩士班/碩士(2022年)

摘要

隨著語音辨識技術日趨成熟，人們在日常生活中經常會藉由對話式互動（Conversational Interaction）與擬人化的電腦系統直接交談，讓電腦人機互動（Human-Computer Interaction, HCI）提升至人際互動之層級。國外學者也陸續藉由心理學、社會學等理論與方法來探討不同擬人化電腦人機互動方式對使用者情感上或社交互動的影響，例如在人際溝通中普遍存在的權力感受、信任感受，以及性別刻板印象…等現象，是否也會延伸至使用者與虛擬助理的互動體驗中？而全球近年可見語音辨識人工智慧廣泛應用於各種商業領域趨勢，但國內設計學者對此類語音互動研究較少關注。因此本研究透過實驗設計調查語音助理（Voice Assistants, VA）性別對國內使用者的權力與信任感知的影響，以供未來相關產業設計師參考。
整體研究分為兩個階段，第一階段先調查語音助理的各種聲音屬性對使用者權力與信任感受之影響。以語音助理的三種聲音屬性（性別、語調、語速）為自變項，參與者的權力感與信任感為依變項進行實驗設計。分別製作10個聲音不同，但內容一致的語音助理人機對話模擬影片，以線上問卷平台讓參與者依序聆聽後並填寫權力感與信任感量表。將募集的136份問卷數據進行統計分析，結果發現：(1) 語音助理的聲音確實會影響人們對語音助理的權力與信任感受；(2)語音助理的語調與語速影響參與者的權力與信任感受較高，性別的影響甚小；(3)語音助理給人的權力感受與信任感受之間有高度正相關。
由於第一階段調查是以預錄的人機對話影片為實驗刺激物，非參與者自身與語音助理的互動感受，因此再以模擬原型互動方式進行第二階段的「驗證實驗」，檢驗親自與語音助理對話互動後的結果是否與聆聽預錄的對話模擬影片結果一致。實驗採受試者間設計，根據前述研究結果，挑選給人權力感受與信任感受較高（男性／語調高／語速中） 與權力感受與信任感受較低（女性／語調低／語速慢） 的兩個語音組合作為實驗變項，並進行兩個相同腳本的語音助理原型製作。招募60個參與者分別與其中一位語音助理進行對話互動體驗，根據實驗任務，依序指示語音助理完成：開燈、播放音樂、帳戶餘額查詢、行程查詢、鬧鐘設定，最後填寫權力感與信任感量表。透過皮爾森相關分析與T檢定結果發現：(1)語音助理給人的權力感受與信任感受之間具高度正相關；(2) 兩個語音助理給人的權力感與信任感有顯著差異，與第一階段調查一致；(3) 參與者對兩個不同語
音助理推薦音樂的接受度有顯著差異。最後比較以預錄的語音對話為刺激物之實驗與實際互動體驗之結果，均顯示參與者對權力與信任感知具高度正相關。

關鍵字

語音助理 ； 性別刻板印象 ； 權力感 ； 信任感 ； 對話式使用者介面（CUI）

並列摘要

With the maturity of speech recognition technology, people often talk directly with anthropomorphic computer systems through Conversational Interaction (CI) in daily life, elevating Human-Computer Interaction (HCI) to the level of interpersonal interaction. Scholars abroad have been using psychological and sociological theories or methodology to explore the impact of different anthropomorphic approaches to human-computer interaction on users' emotions or social behavior. For example, will the senses of power, trust, and gender stereotypes commonly existing in interpersonal communication be extended to the user's interaction with virtual assistants? However, design scholars in Taiwan have paid little attention to social issues of voice interaction. Therefore, this study investigates the effect of gender in Voice Assistants (VA) on the perception of power and trust of domestic users through experimental design.
The overall research consists of two studies. The first study investigates the impact of voice attributes of voice assistants on users' perception of power and trust. An experiment with three independent variables (gender, tone, and speed of VA's voice) was conducted, with participants' sense of power and trust as the dependent variables. Ten simulated videos of the conversation between voice assistants and their users based on an identical script were made as the stimuli. The participants were asked to listen to them in sequence through an online questionnaire and then fill in the perception of power and trust scales. Statistical analysis of the collected 136 questionnaire data found that: (1) the voice of the VA does affect people's sense of power and trust in the VA; (2) the tone and speed of the VA had a higher effect on the participants' senses of power and trust, while gender had little effect; and (3) there was a high positive correlation between the participant's sense of power and trust.
The second study aims to validate the first study's findings by using VA prototypes as stimuli to interact with participants. A between-subject design experiment was conducted. Based on the result of the previous study, two voices eliciting distinct senses of power and trust were used as the independent variables to create two VA prototypes with the same script. Sixty participants were recruited to interact with one of the VA and completed experimental tasks (turn on the lights, play music, check the account balance, check the itinerary, set the alarm clock), and finally filled in the sense of power and trust scales. By applying Pearson's correlation analysis and T-test, results showed that: (1) there was a high positive correlation between the participant's sense of power and trust; (2) the participants' ratings on the sense of power and trust were consistent with the result of the first study; (3) there were significant differences in participants' acceptance of music recommended by the two VAs. Finally, comparing the results of the two studies, both showed a high positive correlation between participants' sense of power and trust toward VAs.

並列關鍵字

Voice Assistant ； Gender Bias ； Sense of Power ； Trust ； Conversational User Interface (CUI)

參考文獻

英文文獻

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