{"id":8427,"date":"2017-09-28T19:23:31","date_gmt":"2017-09-28T19:23:31","guid":{"rendered":"https:\/\/clone4.10pearls.com\/?p=8427"},"modified":"2026-07-30T10:44:02","modified_gmt":"2026-07-30T10:44:02","slug":"ai-chatbot-research","status":"publish","type":"post","link":"https:\/\/10pearls.com\/uk\/blog\/ai-chatbot-research\/","title":{"rendered":"Emotional responses to AI systems: a preview of our research"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"8427\" class=\"elementor elementor-8427\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-11ab7b89 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"11ab7b89\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-12bce149\" data-id=\"12bce149\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-82cdb91 elementor-widget elementor-widget-text-editor\" data-id=\"82cdb91\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>More and more businesses are leveraging <a href=\"\/artificial-intelligence\/\">artificial intelligence<\/a> systems and chatbots to enhance customer experience, but many questions remain about their long-term value. The most pressing among them: <strong>how should we measure the success of AI systems? how can we gauge end users&#8217; true responses to it?<\/strong>\u00a0<strong>and how can we create compelling and effective user experiences when there is no visual user interface? <\/strong>A better understanding of AI could help answer these questions and simplify <a href=\"\/customer-experience\/\">UX<\/a> for AI, which\u00a0involves cognitive design, i.e. designing for how people<em> think<\/em> (not just what they want to see).<\/p>\n<p>To get some answers, our customer experience team, led by John Whalen, researched how humans structure their commands to the most popular AI systems (Siri, Cortana, Alexa, and Google Assistant) and measured human reactions to AI responses using biometrics (facial emotion recognition, heart rate, GSR).<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"size-full-slider wp-image-8375 aligncenter\" src=\"https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/10pearlslabs2-980x380.png\" alt=\"User research and testing\" width=\"960\" height=\"372\" \/><\/p>\n<p>During the study, we asked a diverse group of users (young and old, native and non-native English speakers, techies and non-techies) to interact with the systems to:<\/p>\n<ul>\n<li>Request simple facts (e.g. the second tallest building in Chicago) and complex information (Microsoft&#8217;s last closing stock price)<\/li>\n<li>Retrieve travel and calendar information (e.g. flight status and traffic conditions)<\/li>\n<li>Ask subjective or tricky questions (e.g. &#8220;Siri, do you like me?&#8221; or &#8220;Alexa, do Aliens exist?&#8221;)<\/li>\n<li>Make commands (e.g. &#8220;Send a text to Max.&#8221;)<\/li>\n<\/ul>\n<p>There were several intriguing findings.<\/p>\n<p>First, we found that <strong>testers\u2019 favorite AI systems were not always the ones that gave the most accurate answers. Instead, testers judged AI systems based on emotion\u00a0<em>and\u00a0<\/em>accuracy.\u00a0<\/strong><\/p>\n<p><img decoding=\"async\" class=\"alignright wp-image-8640 size-full\" src=\"https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/Ai_blogpost_1-01.png\" alt=\"Research on intelligent assistants\" width=\"2292\" height=\"1167\" srcset=\"https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/Ai_blogpost_1-01.png 2292w, https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/Ai_blogpost_1-01-300x153.png 300w, https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/Ai_blogpost_1-01-768x391.png 768w, https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/Ai_blogpost_1-01-1024x521.png 1024w\" sizes=\"(max-width: 2292px) 100vw, 2292px\" \/><br \/><strong>We also found a distinct physiological signature associated with a positive experience (heart rate was down, GSR was down, and positive facial expression was present).<\/strong><\/p>\n<p><img decoding=\"async\" class=\"alignright wp-image-8641 size-full\" src=\"https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/Ai_blogpost_1-02.png\" alt=\"Research on voice-activated assistants\" width=\"2293\" height=\"1167\" srcset=\"https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/Ai_blogpost_1-02.png 2293w, https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/Ai_blogpost_1-02-300x153.png 300w, https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/Ai_blogpost_1-02-768x391.png 768w, https:\/\/10pearls.com\/uk\/wp-content\/uploads\/2017\/09\/Ai_blogpost_1-02-1024x521.png 1024w\" sizes=\"(max-width: 2293px) 100vw, 2293px\" \/><\/p>\n<p>The results show that if businesses want to create chatbots and AI systems that are successful in the market, they need to include <strong>physiological and emotional response as part of their success metrics<\/strong>. They must also focus on <strong>humanizing user experiences and creating a UX that reflects how users truly think and speak<\/strong>, keeping in mind conversation cadence, differences in command styles, and context relevance.<\/p>\n<p>John discussed the results of the study at an O&#8217;Reilly&#8217;s AI Conference in San Francisco last week.<\/p>\n<h5><strong>Would you like to review the full results of the study? <a href=\"https:\/\/10pearls.com\/uk\/get-in-touch\/\">Contact us today to schedule a briefing.\u00a0<\/a><\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>In this post, we&#8217;ll discuss the critical points of our research, &#8220;Emotional Responses to AI Systems&#8221;.<\/p>\n","protected":false},"author":4,"featured_media":8433,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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