Emotionally intelligent virtual tour guide in handling group conflicts: Effect on user outcomes

• Published in: Computer animation and virtual worlds Vol. 34; no. 3-4
• Main Authors: Li, Qing, Liu, Tingting, Liu, Zhen, Chai, Yanjie
• Format: Journal Article
• Language: English
• Published: Hoboken, USA John Wiley & Sons, Inc 01.05.2023; Wiley Subscription Services, Inc
• Subjects: conflict resolution; Emotional intelligence; group emotional intelligence; Personal relationships; rapport; virtual agents
• ISSN: 1546-4261; 1546-427X
• DOI: 10.1002/cav.2153

An effective virtual agent can serve humans complete task‐based work efficaciously and manage interpersonal relationships with humans judiciously. This article investigates the effectiveness of emotional intelligence (EI) of a virtual agent taking over the role of a virtual tour guide (VTGuide) in a desktop application when witnessing a personal conflict between a human user and two virtual agents participating in the tour (the human user was ignored by the agents). A within‐subject experiment is conducted to verify the validity of EI. Participants rate VTGuides (with or without EI) on conflict handling and report their feelings during the interaction. In addition, objective behavioral data of users are recorded, including facial expressions and textual sentiment, to assess the perception of rapport. The results show that an emotionally intelligent VTGuide performs an agreeable behavior system (e.g., nodding, eye contact, friendly facial expressions), comforting verbal strategy (e.g., distracting attention, mediating between conflicting parties), and positive paralinguistic cues (e.g., smiling textual emojis). It can effectively mitigate intra‐group conflicts and maintain interpersonal relationships. Thus, demonstrating a stronger sense of EI can better transmit engagement, interest, understanding, and emotional feedback in complex relationships. This article examines the effectiveness of the emotionally intelligent virtual agent in handling an interpersonal conflict in complex social context. The results of a within‐subject experiment show that the virtual agent with emotional intelligence demonstrates an agreeable behavioral system, showing empathy in verbal strategies and releasing friendly signals in body movement, will contribute to conflict resolution and rapport construction.