인간-에이전트 상호작용에서 장기 기억이 사용자 경험에 미치는 영향 - 대화형 에이전트의 대화 유형을 중심으로 -
How Long-Term Memory in Human-Agent Interactions Affects User Experience
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초록
최근 대화형 에이전트의 고도화로 사용자와의 대화를 기억하는 ‘장기기억’ 기술이 접목되고 있다. 에이전트의 장기기억 여부는 사용자 경험에 중요한 요소가 될 것으로 예상된다. 기억여부에 대한 효과는 에이전트의 대화 유형(과업/관계 지향적)에 따라 다르게 나타날 수 있다. 따라서, 본 연구에서는 에이전트의 대화 유형에 따른 기억 여부에 대한 사용자 경험을 탐색하고자 한다. 실험은 에이전트의 기억여부와 대화 유형을 독립변인으로 하는 2x2 혼합 설계로 호감도, 친밀감, 심리적 저항감, 신뢰도를 측정하였다. Wizard of OZ 기법으로 챗봇을 모사하였고, 1차 대화와 2차 대화로 나누어 진행하였다. 실험 결과, 에이전트의 대화 유형이 친밀감에 유의한 차이가 있는 것으로 나타났다. 또한, 에이전트의 대화 유형과 기억 여부에 따른 상호작용 효과가 신뢰도에서 나타났다. 본 연구는 장기기억 기술을 접목시킨 대화형 에이전트가 증가하고 있는 시점에서, 에이전트의 대화 유형에 따라 기억 여부에 대한 사용자 경험을 연구했다는 점에서 의의가 있다. 또한, 본 연구 결과는 실제 대화형 에이전트 시스템을 기획 및 개발하는데 실무적으로 도움을 줄 것이라고 기대한다.
Abstract
Recent advances in conversational agents have incorporated "long-term memory" technology to remember conversations with users. Whether or not an agent has long-term memory is expected to be an important factor in the user experience. The effect of memory may be different depending on the type of conversation of the agent. Therefore, this study aims to explore the user experience of whether an agent remembers or not depending on the type of dialog. The experiment was a 2x2 mixed design with agent's remembering and dialog type as independent variables to measure likeability, closeness, psychological resistance, and trust. The chatbot was simulated using the Wizard of OZ technique and was divided into a primary and secondary dialog. The results showed that there was a significant difference in intimacy based on the agent's dialog type, and an interaction effect between the agent's dialog type and memory was found in trust. The significance of this study is that it investigated the user experience of whether an agent remembers or not depending on the type of conversation, at a time when the number of interactive agents incorporating long-term memory technology is increasing. In addition, we expect that the results of this study will provide practical help in planning and developing real-world conversational agent systems.
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