A Method for Increasing User Engagement with Voice Assistant System

Park, Dae-Hee; Park, Heesung; Song, Scott

doi:10.1007/978-3-030-49760-6_10

Cited by 6 publications

(14 citation statements)

References 5 publications

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“…They are widely used in various devices such as mobile phones, smart speakers, televisions, and refrigerators. They have achieved outstanding commercial success in the market [ 2 ]. Voice agent systems have become a major form of interaction with computers owing to the increase in the number of users [ 2 ].…”

Section: Introductionmentioning

confidence: 99%

“…They have achieved outstanding commercial success in the market [ 2 ]. Voice agent systems have become a major form of interaction with computers owing to the increase in the number of users [ 2 ]. Their popularity has escalated sharply in recent times [ 3 ].…”

Section: Introductionmentioning

confidence: 99%

“…Although the market for voice agent systems has expanded significantly and the systems are becoming intelligent, the usability of the current voice agent system remains limited for several reasons. First, users do not know how to interact with the system as their mental models are occasionally misaligned with the functions it provides [ 2 ]. Mental models are ‘mechanisms whereby humans are able to generate descriptions of system purpose and form, explanations of system functioning and observed system states, and predictions of future states’ [ 5 ].…”

Section: Introductionmentioning

confidence: 99%

“…It is important to design voice agent systems that are intelligent and drive user satisfaction. In addition, the voice interaction guideline should be designed to align with the human cognitive state during interaction [ 2 ] because it is a significant factor in designing engaging voice interaction systems [ 2 ].…”

Section: Introductionmentioning

confidence: 99%

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Method of interacting between humans and conversational voice agent systems

Park,

Kim

2024

Heliyon

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Method of interacting between humans and conversational voice agent systems

Park,

Kim

2024

Heliyon

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“…The main bottleneck of using a VA is that the user cannot know all the commands (Park et al , 2020):…”

Section: Introductionmentioning

confidence: 99%

Voice assistants in hospitality: using artificial intelligence for customer service

Buhalis

Moldavska

2021

JHTT

101

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Purpose Voice assistants (VAs) empower human–computer interactions by recognising human speech and implementing commands pronounced by users. This paper aims to investigate VA-enabled interactions between hotels and guests in the hospitality context. The research positions VAs within the artificial intelligence (AI)-enabled Internet of Things (IoT) context, disrupting old practices and processes. Smart hospitality uses VAs to support effortless value cocreation for guests cost-effectively. The research examines consumer perceptions and expectations of hospitality VAs and explores VA capabilities through expert technology providers. Design/methodology/approach This empirical paper investigates the current use and future implications of VAs for hotel environments. It uses qualitative, semi-structured in-depth interviews with 7 expert hospitality VA technology providers and 21 hotel guests who have VA experience. The research adopts a demand and supply approach, addressing the VAs in hospitality holistically. Findings The findings illustrate the requirements from both end-users’ sides, hotels and guests, exploring VA advantages and challenges. The analysis demonstrates that VAs increasingly become digital assistants. VA technology helps hotels to improve customer service, expand operational capability and reduce costs. Although in its infancy, VA technology has made progress towards optimising hotel operations and upgrading customer service. The study proposes a speech-enabled interactions model. Research limitations/implications This research stimulates the transformation of hospitality services by using VAs and the development of smart hospitality and tourism ecosystems. The study can benefit from further research with hotel managers, to reflect hoteliers’ points of view and investigate their perception of VAs. Further research can also explore different aspects of consumer–VA interaction in different contexts. Practical implications The paper makes a significant contribution to hospitality management and human–computer interaction best practices. It supports technology providers to reconsider how to develop suitable technology solutions towards improving their strategic competitiveness. It also explains how to use VAs cost-effectively and profitably while adding value to travellers’ experience. Originality/value VA studies are often focussed on the technology in private households, rather than in commercial or hotel spaces. This paper contributes to the emerging literature on AI and IoT in smart hospitality and explores the acceptance and operationalisation of VAs. The research contributes to the conceptualisation of VA-enabled hotel services and explores positive and negative features, as well as future prospects.

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