Designing Conversational Agents for Older Adults: Effects of Conversational Form and Nonverbal Factors on Mobile Banking Experiences

This study aims to identify ways to represent a conversational agent in the digital interface that can enhance older adults’ user experience focusing on both verbal (conversational form) and nonverbal factors (visual presence of conversational agent and background image). A total of 85 older adults participated in an experiment with a 2 (conversational agent: visual presence vs. no visual presence) × 2 (background image: present vs. absent) design, plus an additional condition with neither a conversational form nor manipulation of independent variables. Results highlights the importance of nonverbal factors especially environmental cues. Displaying a background image significantly increased perceived affective trust, while visual presence of the agent did not show any significant effects. Interestingly, there were interaction effects on perceived social presence, usefulness, and satisfaction. Findings also showed that using a conversational form can increase the likability, social presence, and perceived ease of use of the agent.