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Please use this identifier to cite or link to this item: http://hdl.handle.net/10373/1088

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Title: Towards an affective self-service agent
Authors: Martin, Christopher J.
Archibald, Jacqueline
Ball, Leslie D.
Carson, Lloyd
Affiliation: University of Abertay Dundee. School of Computing & Engineering Systems
Keywords: Human-computer interaction
Issue Date: 29-Aug-2011
Publisher: Institute of Electrical and Electronics Engineers (IEEE)
Type: Conference Paper
Refereed: peer-reviewed
Rights: Published version (c)IEEE
Citation: Martin, C.J., et al. 2011. Towards an affective self-service agent. IHCI 2011, Third International Conference on Intelligent Human Computer Interaction, August 29- August 31, 2011, Prague
Abstract: While emotional intelligence plays a key role in facilitating satisfactory interactions between people, its application is both underexplored and underexploited in Human-Computer Interaction. Self-service technology is increasingly being incorporated by goods and service providers, however user satisfaction is still less than ideal. Studies have been carried out in which an affective embodied agent has been found to reduce frustration in users of interactive computer systems. This paper presents a preliminary study as a part of research aimed at designing and implementing an agent which detects negative emotions in a human user and expresses its own emotional reaction with the aim of improving the user’s mood and therefore their level of satisfaction in the context of a self-service interaction. We describe a study to determine customer facial expressions using facial Action Units (AUs) during interactions with self-service supermarket checkouts. Our preliminary results indicate that AU 23 and AU 24 were displayed with particular frequency.
URI: http://hdl.handle.net/10373/1088
Appears in Collections:Computing & Engineering Systems Collection

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