Kiselev, A.a , Hacker, B.A.b , Wankerl, T.b , Ohmoto, Y.a , Abdikeev, N.c ,
Nishida, T.a
Integrating the emotional intelligence into the virtual technical support
engineer
(2010) Smart Innovation, Systems and Technologies, 2010 (1), pp. 157-178.
AFFILIATIONS: Graduate School of Informatics, Kyoto University, Japan;
Department of Informatics, Munich University of Technology, Germany;
Faculty of Informatics, Plekhanov Russian Academy of Economics, Russian
Federation
ABSTRACT: This chapter addresses the problem of modeling of emotions which
is important for integrating emotional intelligence into virtual agents. In this
chapter we present a virtual agent which plays a role of a technical support
engineer and interacts with human user to answer questions about a complex
device. We show some theoretical background and basic models of formalizing
emotions along with comments about their usability in our work. We present a
multi-layered system of processing of emotional information which is developed
according to the modern theories and allows us to realize concurrent and mutual
causal processing of different types of emotional information. We also show an
evaluation methodology which we use. © Springer-Verlag Berlin Heidelberg 2010.
AUTHOR KEYWORDS: Embodied Conversational Agent;
Emotional
Intelligence
INDEX KEYWORDS: Basic models; Complex devices; Embodied
conversational agent; Emotional information; Emotional intelligence; Evaluation
methodologies; Human users; Multi-layered systems; Technical support; Virtual
agent, Engineers
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CORRESPONDENCE ADDRESS: Kiselev, A.; Graduate School of Informatics,
Kyoto UniversityJapan
EDITORS: Nishida T., Jain L.C., Faucher C.
ISSN: 21903018
ISBN: 9783642126031
LANGUAGE OF ORIGINAL DOCUMENT: English
ABBREVIATED SOURCE TITLE: Smart Innov. Syst. Technol.
DOCUMENT TYPE: Article
SOURCE: Scopus