Mitigating Information Overload in e-Commerce Interactions with Conversational Agents
Information overload influences users’ satisfaction and performance when completing a complex task. In e-commerce interactions, this has the effect that customers’ decision making becomes confused, less accurate and less effective. For websites, numerous countermeasures to mitigate information overload have been presented, whereas not many attempts have been made to reduce cognitive load when conversational agents are used instead. Conversational agents are expected to increase the perceived overload due to the voice interface characteristics. In this pilot study, the cognitive load of subjects was measured during an online shopping task which required different custom shopping skills for Amazon Alexa. It was tested if the countermeasure filtered repetition can reduce subjects’ perceived overload when using the voice assistant and which load differences can be found in comparison to a shopping website. To measure the mental load, the skin conductance level was recorded.
KeywordsInformation overload Conversational agents Skin conductance level
- 1.Anteil der Online-Käufer an der Bevölkerung in Deutschland von 2000 bis 2016. https://de.statista.com/statistik/daten/studie/2054/umfrage/anteil-der-online-kaeufer-in-deutschland/.
- 7.Lester, J., Branting, K., & Mott, B. (2004). Conversational agents. In The Practical Handbook of Internet Computing (pp. 220–240).Google Scholar
- 9.Schmutz, P. Heinz, S., Métrailler, Y., & Opwis, K. (2009). Cognitive load in eCommerce applications—Measurement and effects on user satisfaction. Advances in Human-Computer Interaction, 1–9.Google Scholar
- 10.Cohen M. J., Giangola J. P., Balogh, J. (2004). Voice user interface design (pp. 6ff). Addison-Wesley.Google Scholar
- 11.Schnelle, D., & Lyardet, F. (2006). Voice user interface design patterns. In Proceedings of 11th European Conference on Pattern Languages of Programs EuroPlopm (pp. 1–27).Google Scholar
- 14.Wong, A., Leahy, W., Marcus, N., & Sweller, J. (2012). Cognitive load theory the transient information effect and e-learning. Learning and Instruction, 449–457.Google Scholar
- 16.Vazquez-Alvarez, Y., & Brewster S. (2011). Eyes-free multitasking: The effect of cognitive load on mobile spatial audio interfaces. In Proceedings of the 2011 Annual Conference on Human Factors in Computing Systems—CHI’11 (pp. 2173–2176).Google Scholar
- 18.Shi, Y., Ruiz, N., Taib, R., Choi, E., & Chen, F. (2007). Galvanic skin response (GSR) as an index of cognitive load. In CHI’07 Extended Abstracts on Human Factors in Computing Systems (pp. 2651–2656).Google Scholar