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- Genre: Masters Thesis
- Creators: Cooke, Nancy J.
Description
The implementation of chatbots in customer service is widely prevalent in today’s world with insufficient research to appropriately refine all of their conversational abilities. Chatbots are favored for their ability to handle simple and typical requests made by users, but chatbots have proven to be prone to conversational breakdowns. The study researched how the use of repair strategies to combat conversational breakdowns in a simple versus complex task setting affected user experience. Thirty participants were collected and organized into six different groups in a two by three between subjects factorial design. Participants were assigned one of two tasks (simple or complex) and one of three repair strategies (repeat, confirmation, or options). A Wizard-of-Oz approach was used to simulate a chatbot that participants interacted with to complete a task in a hypothetical setting. Participants completed the task with this researcher-controlled chatbot as it intentionally failed the conversation multiple times, only to repair it with a repair strategy. Participants recorded their user experience regarding the chatbot afterwards. An Analysis of Covariance statistical test was run with task duration being a covariate variable. Findings indicate that the simple task difficulty was significant in improving the user experience that participants recorded whereas the particular repair strategy had no effect on the user experience. This indicates that simpler tasks lead to improved positive user experience and the more time that is spent on a task, the less positive the user experience. Overall, results associated with the effects of task difficulty and repair strategies on user experience were only partially consistent with previous literature.
ContributorsRios, Aaron (Author) / Cooke, Nancy J. (Thesis advisor) / Gutzwiller, Robert S. (Committee member) / Chiou, Erin K. (Committee member) / Arizona State University (Publisher)
Created2022
Description
Team communication facilitates team coordination strategies and situations, and how teammates perceive one another. In human-machine teams, these perceptions affect how people trust and anthropomorphize their machine counterparts, which in turn affects future team communication, forming a feedback loop. This thesis investigates how personifying and objectifying contents in human-machine team communication relate to team performance and perceptions in a simulated remotely piloted aircraft system task environment. A total of 46 participants grouped into teams of two were assigned unique roles and teamed with a synthetic pilot agent that in reality was a trained confederate following a script. Quantities of verbal personifications and objectifications were compared to questionnaire responses about participants’ perceived trust and anthropomorphism of the synthetic pilot, as well as team performance. It was hypothesized that verbal personifications would positively correlate with reflective trust, anthropomorphism, and team performance, and that verbal objectifications would negatively correlate with the same measures. It was also predicted that verbal personifications would decrease over time as human teammates interact more with the machine teammate, and that verbal objectifications would increase. Verbal personifications were not found to be correlated with trust and anthropomorphism outside of perceptions related to gender, albeit patterns of change in the navigator’s personifications coincided with a co-calibration of trust among the navigator and the photographer. Results supported the prediction that verbal objectifications are negatively correlated with trust and anthropomorphism of a teammate. Significant relationships between verbal personifications and objectifications and team performance were not found. This study provides support to the notion that people verbally personify machines to ease communication when necessary, and that the same processes that underlie tendencies to personify machines may be reciprocally related to those that influence team trust. Overall, this study provides evidence that personifying and objectifying language in human-machine team communication is a viable candidate for measuring the perceptions and states of teams, even in highly restricted communication environments.
ContributorsCohen, Myke C. (Author) / Cooke, Nancy J. (Thesis advisor) / Chiou, Erin K. (Committee member) / Amazeen, Polemnia G. (Committee member) / Arizona State University (Publisher)
Created2022
Description
Vehicular automation and autonomy are emerging fields that are growing at an
exponential rate, expected to alter the very foundations of our transportation system within the next 10-25 years. A crucial interaction has been born out this new technology: Human and automated drivers operating within the same environment. Despite the well- known dangers of automobiles and driving, autonomous vehicles and their consequences on driving environments are not well understood by the population who will soon be interacting with them every day. Will an improvement in the understanding of autonomous vehicles have an effect on how humans behave when driving around them? And furthermore, will this improvement in the understanding of autonomous vehicles lead to higher levels of trust in them? This study addressed these questions by conducting a survey to measure participant’s driving behavior and trust when in the presence of autonomous vehicles. Participants were given several pre-tests to measure existing knowledge and trust of autonomous vehicles, as well as to see their driving behavior when in close proximity to autonomous vehicles. Then participants were presented with an educational intervention, detailing how autonomous vehicles work, including their decision processes. After examining the intervention, participants were asked to repeat post-tests identical to the ones administered before the intervention. Though a significant difference in self-reported driving behavior was measure between the pre-test and post- test, there was no significant relation found between improvement in scores on the education intervention knowledge check and driving behavior. There was also no significant relation found between improvement in scores on the education intervention knowledge check and the change in trust scores. These findings can be used to inform autonomous vehicle and infrastructure design as well as future studies of the effects of autonomous vehicles on human drivers in experimental settings.
exponential rate, expected to alter the very foundations of our transportation system within the next 10-25 years. A crucial interaction has been born out this new technology: Human and automated drivers operating within the same environment. Despite the well- known dangers of automobiles and driving, autonomous vehicles and their consequences on driving environments are not well understood by the population who will soon be interacting with them every day. Will an improvement in the understanding of autonomous vehicles have an effect on how humans behave when driving around them? And furthermore, will this improvement in the understanding of autonomous vehicles lead to higher levels of trust in them? This study addressed these questions by conducting a survey to measure participant’s driving behavior and trust when in the presence of autonomous vehicles. Participants were given several pre-tests to measure existing knowledge and trust of autonomous vehicles, as well as to see their driving behavior when in close proximity to autonomous vehicles. Then participants were presented with an educational intervention, detailing how autonomous vehicles work, including their decision processes. After examining the intervention, participants were asked to repeat post-tests identical to the ones administered before the intervention. Though a significant difference in self-reported driving behavior was measure between the pre-test and post- test, there was no significant relation found between improvement in scores on the education intervention knowledge check and driving behavior. There was also no significant relation found between improvement in scores on the education intervention knowledge check and the change in trust scores. These findings can be used to inform autonomous vehicle and infrastructure design as well as future studies of the effects of autonomous vehicles on human drivers in experimental settings.
ContributorsReagan, Taylor (Author) / Cooke, Nancy J. (Thesis advisor) / Chiou, Erin (Committee member) / Gray, Robert (Committee member) / Arizona State University (Publisher)
Created2019
Description
Human-agent teams (HATs) are expected to play a larger role in future command and control systems where resilience is critical for team effectiveness. The question of how HATs interact to be effective in both normal and unexpected situations is worthy of further examination. Exploratory behaviors are one that way adaptive systems discover opportunities to expand and refine their performance. In this study, team interaction exploration is examined in a HAT composed of a human navigator, human photographer, and a synthetic pilot while they perform a remotely-piloted aerial reconnaissance task. Failures in automation and the synthetic pilot’s autonomy were injected throughout ten missions as roadblocks. Teams were clustered by performance into high-, middle-, and low-performing groups. It was hypothesized that high-performing teams would exchange more text-messages containing unique content or sender-recipient combinations than middle- and low-performing teams, and that teams would exchange less unique messages over time. The results indicate that high-performing teams had more unique team interactions than middle-performing teams. Additionally, teams generally had more exploratory team interactions in the first session of missions than the second session. Implications and suggestions for future work are discussed.
ContributorsLematta, Glenn Joseph (Author) / Chiou, Erin K. (Thesis advisor) / Cooke, Nancy J. (Committee member) / Roscoe, Rod D. (Committee member) / Arizona State University (Publisher)
Created2019
Description
There has been an ongoing debate between the relative deterrent power of certainty and severity on deceptive and criminal activity, certainty being the likelihood of capture and severity being the magnitude of the potential punishment. This paper is a review of the current body of research regarding risk assessment and deception in games, specifically regarding certainty and severity. The topics of game theoretical foundations, balance, and design were covered, as were heuristics and individual differences in deceptive behavior. Using this background knowledge, this study implemented a methodology through which the risk assessments of certainty and severity can be compared behaviorally in a repeated conflict context. It was found that certainty had a significant effect on a person’s likelihood to lie, while severity did not. Exploratory data was collected using the dark triad personality quiz, though it did not ultimately show a pattern.
ContributorsDay, Nicholas C (Author) / Chiou, Erin (Thesis advisor) / Cooke, Nancy J. (Committee member) / Becker, Vaughn (Committee member) / Arizona State University (Publisher)
Created2019
Description
The study at hand investigated the effects of guidance and type of occlusion on the prediction of shot direction during a soccer penalty kick. Seventy participants took an online survey where they had to guess the direction of a penalty kick from the perspective of a goalkeeper. Half the participants were placed in a group where they had access to tips on what to look for, while the other group had no tips provided. Participants were shown videos in which the penalty shooter had their upper body covered or their lower body covered. Participants had 30 seconds to decide what side the ball was going to, right or left. Results showed that there is no significant between the two groups in terms of judgment accuracy. The group that received no guidance and had the kicker's lower body covered was the group with the highest average score, 50.44%. The findings may help future studies that focus on what material is taught to goalkeepers in a classroom setting and the role of occlusion during free kicks outside the 18-yard box.
ContributorsCervantes, Ian (Author) / Gray, Robert (Thesis advisor) / Cooke, Nancy J. (Committee member) / Branaghan, Russell (Committee member) / Arizona State University (Publisher)
Created2019
Description
Mindfulness meditation practices have become an intervention of focus in the literature, but little attention has been drawn to the effectiveness of this practice as a single execution in an online format. Several approaches were employed to capture the effects of a mindful breathing exercise and yoga experience on working memory capacity. Through several analyses, they found that though there was no significant difference between working memory capacity scores before and after this breathing exercise, and mindfulness and yoga experience had no influence on working memory performance. Although these findings were not statistically significant, there are several trends to note and implications for this research within the body of literature.
ContributorsSpecht, Rachel A (Author) / Becker, Vaughn (Thesis advisor) / Black, Candace (Committee member) / Cooke, Nancy J. (Committee member) / Arizona State University (Publisher)
Created2020
Description
The current study aims to explore factors affecting trust in human-drone collaboration. A current gap exists in research surrounding civilian drone use and the role of trust in human-drone interaction and collaboration. Specifically, existing research lacks an explanation of the relationship between drone pilot experience, trust, and trust-related behaviors as well as other factors. Using two dimensions of trust in human-automation team—purpose and performance—the effects of experience on drone design and trust is studied to explore factors that may contribute to such a model. An online survey was conducted to examine civilian drone operators’ experience, familiarity, expertise, and trust in commercially available drones. It was predicted that factors of prior experience (familiarity, self-reported expertise) would have a significant effect on trust in drones. The choice to use or exclude the drone propellers in a search-and-identify scenario, paired with the pilots’ experience with drones, would further confirm the relevance of the trust dimensions of purpose versus performance in the human-drone relationship. If the pilot has a positive sense of purpose and benevolence with the drone, the pilot trusts the drone has a positive intent towards them and the task. If the pilot has trust in the performance of the drone, they ascertain that the drone has the skill to do the task. The researcher found no significant differences between mean trust scores across levels of familiarity, but did find some interaction between self-report expertise, familiarity, and trust. Future research should further explore more concrete measures of situational participant factors such as self-confidence and expertise to understand their role in civilian pilots’ trust in their drone.
ContributorsNiichel, Madeline Kathleen (Author) / Chiou, Erin (Thesis advisor) / Cooke, Nancy J. (Committee member) / Craig, Scotty (Committee member) / Arizona State University (Publisher)
Created2019
Description
Communications between air traffic controllers and pilots are critical to national airspace traffic management. Measuring communications in real time made by pilots and air traffic controllers has the potential to predict human error. In this thesis a measure for Deviations from Closed Loop Communications is defined and tested to predict a human error event, Loss of Separation (LOS). Six retired air traffic controllers were recruited and tested in three conditions of varying workload in an Terminal Radar Approach Control Facility (TRACON) arrival radar simulation. Communication transcripts from simulated trials were transcribed and coding schemes for Closed Loop Communication Deviations (CLCD) were applied. Results of the study demonstrated a positive correlation between CLCD and LOS, indicating that CLCD could be a variable used to predict LOS. However, more research is required to determine if CLCD can be used to predict LOS independent of other predictor variables, and if CLCD can be used in a model that considers many different predictor variables to predict LOS.
ContributorsLieber, Christopher Shane (Author) / Cooke, Nancy J. (Thesis advisor) / Gutzwiller, Robert S (Committee member) / Niemczyk, Mary (Committee member) / Arizona State University (Publisher)
Created2020
Description
Analytics are being collected on a day to day basis on just about anything that you can think of. Sports is one of the recent fields that has started implementing the tool into their game. Analytics can be described as an abundance of statistical information that show situational tendencies of other teams and players. It is hypothesized that analytics provide anticipatory information that allows athletes to know what is coming; therefore, allowing them to perform better in real game scenarios. However, it is unclear how this information should be presented to athletes and whether athletes can actually retain the abundance of information given to them. Two different types of presentation methods (Numeric and Numeric plus Graph) and two different amounts of analytic information (High and Low) were compared for baseball players in an online based baseball specific retention survey: High Numeric (excess information shown in spreadsheet format), Low Numeric (key information shown in spreadsheet format), High Numeric plus Graph (excess information shown as a spreadsheet with hitting zone maps), and Low Numeric plus Graph (key information shown as a spreadsheet with hitting zone maps). Athletes produced different retention scores for the type of presentation method given across the whole study. Athletes presented analytic as Numeric plus Graph performed better than athletes in just Numeric condition. Additionally, playing experience had a significant effect on an athlete’s ability to retain analytic information. Athletes with 10 plus years of baseball experience performed better in every condition other than High Numeric plus Graph compared to athletes with less than 10 years of experience. Amount and experience also had an interaction effect that produced statistical significance; those with less experience performed better in conditions with less baseball information given whereas those with more experience were able to handle more baseball information at once. Providing analytic information gives athletes, especially baseball batters, a significant advantage over their opponent; however, ability to retain analytic information depends on how the information is presented and to whom the information is being presented.
ContributorsGin, Andrew B (Author) / Gray, Robert (Thesis advisor) / Cooke, Nancy J. (Committee member) / Craig, Scotty (Committee member) / Arizona State University (Publisher)
Created2020