334
Views
4
CrossRef citations to date
0
Altmetric
Research Articles

How Do Illiterate People Interact with an Intelligent Voice Assistant?

, , , , &
Pages 584-602 | Received 13 Jun 2021, Accepted 31 Aug 2022, Published online: 22 Sep 2022

References

  • Abdolrahmani, A., Kuber, R., & Branham, S. M. (2018). “Siri talks at you”: An empirical investigation of voice-activated personal assistant (vapa) usage by individuals who are blind [Paper presentation]. Proceedings of the 20th International ACM SIGACCESS Conference on Computers and Accessibility, Association for Computing Machinery, New York, NY, USA, pp. 249–258.
  • Almeida, V., Furtado, E. S., & Furtado, V. (2020). Personal digital assistants: The need for governance. IEEE Internet Computing, 24(6), 59–64. https://doi.org/10.1109/MIC.2020.3009897
  • Amershi, S., Weld, D., Vorvoreanu, M., Fourney, A., Nushi, B., Collisson, P., Suh, J., Iqbal, S., Bennett, P. N., Inkpen, K., Teevan, J., Kikin-Gil, R., & Horvitz, E. (2019). Guidelines for human-AI interaction [Paper presentation]. Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems, Association for Computing Machinery, New York, NY, USA, pp. 1–13.
  • Aragão, M. (2015). Atlas Lingüístico do Estado do Ceará (ALECE) (p. 137–148). https://doi.org/10.4000/geolinguistique.642
  • Ashktorab, Z., Jain, M., Liao, Q. V., & Weisz, J. D. (2019). Resilient chatbots: Repair strategy preferences for conversational breakdowns [Paper presentation]. Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems, Association for Computing Machinery, New York, NY, USA, pp. 1–12.
  • Azevedo, R. F., Morrow, D., Graumlich, J., Willemsen-Dunlap, A., Hasegawa-Johnson, M., Huang, T. S., Gu, K., Bhat, S., Sakakini, T., Sadauskas, V., & D. J. Halpin. (2018). Using conversational agents to explain medication instructions to older adults. In AMIA Annual Symposium Proceedings (p. 185–194). American Medical Informatics Association.
  • Baee, S., Rucker, M., Baglione, A., Ameko, M. K., & Barnes, L. (2020). A framework for addressing the risks and opportunities in al-supported virtual health coaches [Paper presentation]. Proceedings of the 14th EAI International Conference on Pervasive Computing Technologies for Healthcare, Atlanta, GA, USA, pp. 251–254.
  • Bagno, M. (1999). Preconceito lingüístico: o que é, como se faz. Edições Loyola.
  • Ballati, F., Corno, F., & De Russis, L. (2018). Assessing virtual assistant capabilities with italian dysarthric speech [Paper presentation]. Proceedings of the 20th International ACM SIGACCESS Conference on Computers and Accessibility, Association for Computing Machinery, New York, NY, USA, pp. 93–101.
  • Belini, R. G. de C., & Sousa, M. M. F. de. (2014). A variação linguística no livro didático: um olhar sob a perspectiva sociolinguística. (Con)textos Linguísticos, Vitória, 8(10), 211–230.
  • Berkman, N. D., Sheridan, S. L., Donahue, K. E., Halpern, D. J., & Crotty, K. (2011). Low health literacy and health outcomes: An updated systematic review. Annals of Internal Medicine, 155(2), 97–107. https://doi.org/10.7326/0003-4819-155-2-201107190-00005
  • Blake, E., & Tucker, W. (2006). User interfaces for communication bridges across the digital divide. AI & Society, 20(2), 232–242. https://doi.org/10.1007/s00146-005-0018-1.4
  • Brandão, S. F. (2015). Pour une approche géo-sociolinguistique de la réalité linguistique brésilienne. Géolinguistique, 15, 191–214. https://doi.org/10.4000/geolinguistique.666
  • Buhalis, D., & Moldavska, I. (2022). Voice assistants in hospitality: Using artificial intelligence for customer service. Journal of Hospitality and Tourism Technology, 13(3), 386–403. https://doi.org/10.1108/JHTT-03-2021-0104
  • Cardoso, S. A. (2010). Geolinguística: tradição e modernidade (1st ed., 200p.). Ed. Contexto. Parabola.
  • Chaudhuri, B., Kendall, L., Bhalla, A. (2020). Beyond IVR: Exploring voice user interfaces for digital inclusion among urban smartphone users in India. In J. F. George, S. Paul, R. De', E. Karahanna, S. Sarker, & G. Oestreicher-Singer (Eds.), Proceedings of the 41st International Conference on Information Systems, ICIS 2020, Making Digital Inclusive: Blending the Locak and the Global, Hyderabad, India, December 13–16. Association for Information Systems.
  • Clark, L., Doyle, P., Garaialde, D., Gilmartin, E., Schlögl, S., Edlund, J., Aylett, M., Cabral, J., Munteanu, C., Edwards, J., & R Cowan, B. (2019). The state of speech in HCI: Trends, themes and challenges. Interacting with Computers, 31(4), 349–371. https://doi.org/10.1093/iwc/iwz016
  • Cowan, B. R., Pantidi, N., Coyle, D., Morrissey, K., Clarke, P., Al-Shehri, S., Earley, D., & Bandeira, N. (2017). ”What can I help you with?”: Infrequent users’ experiences of intelligent personal assistants [Paper presentation]. Proceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services, in Association for Computing Machinery, New York, NY, USA.
  • Dambanemuya, H. K., Diakopoulos, N. (2020). “Alexa, what is going on with the impeachment?” Evaluating smart speakers for news quality. In Proceedings of the Computation and Journalism Symposium, Boston, MA, pp. 1–4.
  • Elbert, S. P., & Ots, P. (2018). Reading or listening to a gain-or loss-framed health message: Effects of message framing and communication mode in the context of fruit and vegetable intake. Journal of Health Communication, 23(6), 573–580. https://doi.org/10.1080/10810730.2018.1493059
  • de Geografia e Estatística, I. I. B. (2019). Pesquisa nacional por amostra de domicílios contínua anual. https://www.ibge.gov.br/estatisticas/sociais/trabalho/17270-pnad-continua.html (accessed April 16, 2021).
  • Floccia, C., Goslin, J., Girard, F., & Konopczynski, G. (2006). Does a regional accent perturb speech processing? Journal of Experimental Psychology, 32(5), 1276–1293. https://doi.org/10.1037/0096-1523.32.5.1276
  • Google. (2020a). Associe a sua voz ao seu dispositivo com o assistente google através do voice match @ONLINE. https://support.google.com/assistant/answer/9071681?co=GENIE.Platform%3DAndroid&hl=pt. (accessed June 6 2020).
  • Google. (2020b). Google assistant, your own personal google @ONLINE. https://assistant.google.com (accessed November 21, 2020).
  • Google. (2020c). Speech to text google @ONLINE. https://cloud.google.com/speech-to-text (accessed June 6 2020).
  • Hone, K. S., & Graham, R. (2000). Towards a tool for the subjective assessment of speech system interfaces (sassi). Natural Language Engineering, 6(3&4), 287–303. https://doi.org/10.1017/S1351324900002497
  • INAF. (2009). Inaf brasil – indicador de alfabetismo funcional – 2009. http://www.ibope.com.br/ipm/relatorios/relatorio-inaf-2009.pdf. (accessed May 3, 2020).
  • Kang, D., Gangal, V., & Hovy, E. (2019). (Male, Bachelor) and (Female, Ph.D) have different connotations: Parallelly annotated stylistic language dataset with multiple personas. In Proceedings of the 2019 Conference on Empirical Methods in Natural Language Processing and the 9th International Joint Conference on Natural Language Processing (EMNLP-IJCNLP). Association for Computational Linguistics. https://doi.org/10.18653/v1/D19-1179
  • Karusala, N., Vishwanath, A., Vashistha, A., Kumar, S., Kumar, N. (2018). Only if you use English you will get to more things: Using smartphones to navigate multilingualism. Proceedings of CHI 2018, Montreal QC, Canada, pp. 1–14.
  • Kendall, L., Chaudhuri, B., & Bhalla, A. (2020). Understanding technology as situated practice: Everyday use of voice user interfaces among diverse groups of users in urban India. Information Systems Frontiers, 22(3), 585–605. https://doi.org/10.1007/s10796-020-10015-6
  • Kiseleva, J., Williams, K., Jiang, J., Hassan Awadallah, A., Crook, A. C., Zitouni, I., & Anastasakos, T. (2016). Understanding user satisfaction with intelligent assistants [Paper presentation]. Proceedings of the 2016 ACM on Conference on Human Information Interaction and Retrieval, Association for Computing Machinery, New York, NY, USA, pp. 121–130.
  • Koenecke, A., Nam, A., Lake, E., Nudell, J., Quartey, M., Mengesha, Z., Toups, C., Rickford, J. R., Jurafsky, D., & Goel, S. (2020). Racial disparities in automated speech recognition. Proceedings of the National Academy of Sciences of the United States of America, 117(14), 7684–7689. https://doi.org/10.1073/pnas.1915768117
  • Labov, W. (1973). Sociolinguistic patterns (vol. 4). University of Pennsylvania Press.
  • Larsen, H. H., Scheel, A. N., Bogers, T., & Larsen, B. (2020). Hands-free but not eyes-free: A usability evaluation of Siri while driving [Paper presentation]. Proceedings of the 2020 Conference on Human Information Interaction and Retrieval, Association for Computing Machinery, New York, NY, USA, pp. 63–72.
  • Lavado, T. (2019). Em 10 anos no brasil, android foi de 2 smartphones para sistema operacional dominante do mercado. https://glo.bo/2RulUxb (accessed January 27, 2020).
  • Leite, M. Q. (2008). Português culto e popular: entrelaçamentos. In I SIMELP - Simpósio Mundial de Estudos de Língua Portuguesa, 2008, São Paulo. A língua portuguesa no mundo (v. 1). Artes Gráficas FFLCH.
  • Lima, L., Furtado, V., Furtado, E., & Almeida, V. (2019). Empirical analysis of bias in voice-based personal assistants [Paper presentation]. Companion Proceedings of the 2019 World Wide Web Conference, Association for Computing Machinery, New York, NY, USA. pp. 533–538.
  • Lima, L., Furtado, V., Furtado, E. S., Almeida, V., & Silva, T. (2019). Discrimination analysis of intelligent voice assistants [Paper presentation]. Proceedings of the 18th Brazilian Symposium on Human Factors in Computing Systems, Association for Computing Machinery, New York, NY, USA.
  • Lisetti, C., Amini, R., Yasavur, U., & Rishe, N. (2013). I can help you change! An empathic virtual agent delivers behavior change health interventions. ACM Transactions on Management Information Systems, 4(4), 1–28. https://doi.org/10.1145/2544103
  • Livescu, K. (2008). Phonological models in automatic speech recognition: Invited talk [Paper presentation]. Proceedings of the Tenth Meeting of ACL Special Interest Group on Computational Morphology and Phonology, pp. 1–1. Association for Computational Linguistics.
  • Mattos e Silva, R. V. (2002). Para a história do português culto e popular brasileiro: sugestões para uma pauta de pesquisa. Para a história do português brasileiro, 3, 443–464. https://doi.org/10.15304/elg.7.2314
  • McTear, M., Callejas, Z., & Griol, D. (2016). Introducing the conversational interface (pp. 1–7). Springer International Publishing.
  • Medhi, I., Prasad, A., & Toyama, K. (2007). Optimal audio-visual representations for illiterate users of computers [Paper presentation]. Proceedings of the 16th International Conference on World Wide Web, Association for Computing Machinery, New York, NY, USA, p. 873–882.
  • Metz, C. (2020). There is a racial divide in speech-recognition systems, researchers say. The New York Times.
  • Monte, A. (2019). A influência da escolaridade e do sexo/gênero no uso variável da concordância verbal de terceira pessoa do plural. Revista Diálogos, 7, 89–104. https://periodicoscientificos.ufmt.br/ojs/index.php/revdia/article/view/7493
  • Moses, O. O., & Olawole, A. I. (2013). An experimental comparison of speech and DTMF for voicexml-based expert systems. African Journal of Computing & ICT, 6, 1–14.
  • Myers, C., Furqan, A., Nebolsky, J., Caro, K., & Zhu, J. (2018). Patterns for how users overcome obstacles in voice user interfaces [Paper presentation]. Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, Association for Computing Machinery, New York, NY, USA, pp. 1–7.
  • Myers, C. M., Furqan, A., & Zhu, J. (2019a). The impact of user characteristics and preferences on performance with an unfamiliar voice user interface [Paper presentation]. Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems, Glasgow, Scotland, UK, pp. 1–9.
  • Myers, C. M., Furqan, A., & Zhu, J. (2019b). The impact of user characteristics and preferences on performance with an unfamiliar voice user interface [Paper presentation]. CHI ’19: CHI Conference on Human Factors in Computing Systems, Glasgow, Scotland, UK, p. 1–9.
  • Nielsen, J. (1994). Usability engineering. Morgan Kaufmann.
  • Patel, N., Chittamuru, D., Jain, A., Dave, P., & Parikh, T. S. (2010). Avaaj otalo: A field study of an interactive voice forum for small farmers in rural India [Paper presentation]. Proceedings of the 28th International Conference on Human Factors in Computing Systems – CHI 10, Atlanta, GA, USA, pp. 733–742.
  • Porcheron, M., Fischer, J. E., Reeves, S., & Sharples, S. (2018). Voice interfaces in everyday life [Paper presentation]. Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, Association for Computing Machinery, New York, NY, USA, pp. 1–12.
  • Pradhan, A., Lazar, A., & Findlater, L. (2020). Use of intelligent voice assistants by older adults with low technology use. ACM Transactions on Computer-Human Interaction, 27(4), 1–27. https://doi.org/10.1145/3373759
  • Prates, R. O., de Souza, C. S., & Barbosa, S. D. J. (2000). Methods and tools: A method for evaluating the communicability of user interfaces. Interactions, 7(1), 31–38. https://doi.org/10.1145/328595.328608
  • Pyae, A., & Joelsson, T. N. (2018). Investigating the usability and user experiences of voice user interface: A case of google home smart speaker [Paper presentation]. Proceedings of the 20th International Conference on Human-Computer Interaction with Mobile Devices and Services Adjunct, Association for Computing Machinery, New York, NY, USA, pp. 127–131.
  • Pyae, A., & Scifleet, P. (2018). Investigating differences between native English and non-native English speakers in interacting with a voice user interface: A case of google home [Paper presentation]. Proceedings of the 30th Australian Conference on Computer-Human Interaction, Association for Computing Machinery, New York, NY, USA, pp. 548–553.
  • Rastogi, A., Zang, X., Sunkara, S., Gupta, R., Khaitan, P. (2020). Towards scalable multi-domain conversational agents: The schema-guided dialogue dataset. In The Thirty-Fourth AAAI Conference on Artificial Intelligence (AAAI-20) will be held February 7–12, 2020 at the Hilton New York Midtown, New York, New York, USA, pp. 8689–8696.
  • Ratzan, S. C., & Parker, R. M. (2006). Health literacy–identification and response. Journal of Health Communication, 11, 713–715. https://doi.org/10.1080/10810730601031090
  • Raza, A. A., Ul Haq, F., Tariq, Z., Pervaiz, M., Razaq, S., Saif, U., & Rosenfeld, R. (2013). Job opportunities through entertainment: Virally spread speech-based services for low-literate users [Paper presentation]. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, Association for Computing Machinery, New York, NY, USA, pp. 2803–2812.
  • Rodrigues, Â. C. S. (1988). A concordância verbal do português popular em são paulo. Linha D'Água, 0(5), 92–94. https://doi.org/10.11606/issn.2236-4242.v0i5p92-94
  • Sayago, S., Neves, B. B., & Cowan, B. R. (2019). Voice assistants and older people: Some open issues [Paper presentation]. Proceedings of the 1st International Conference on Conversational User Interfaces, Association for Computing Machinery, New York, NY, USA.
  • SEDUC. (2020). Educação de jovens e adultos { eja. https://www.seduc.ce.gov.br/educacao-de-jovens-e-adultos-eja/ (accessed January 27, 2020).
  • Soares, M., Mesquita, L., Oliveira, F., & Rodrigues, L. (2019). Ana: A natural language system with multimodal interaction for people who have tetraplegia. In M. Antona, & C. Stephanidis (Eds.), Universal access in human-computer interaction, multimodality and assistive environments (pp. 353–362). Springer International Publishing.
  • Tarallo, F. (1985). A pesquisa sociolingüística. Ática.
  • Teixeira, M. S., Maran, V., Dragoni, M. (2021). The interplay of a conversational ontology and AI planning for health dialogue management. SAC ’21: Proceedings of the 36th Annual ACM Symposium on Applied Computing, pp. 611–619. Association for Computing Machinery. https://doi.org/10.1145/3412841.3441942
  • UNESCO. (2017). Literacy rates continue to rise from one generation to the next. UNESCO Institute for Statistics (UIS). https://bit.ly/3tliooz Access in 06/05/2021.
  • Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186–204., https://doi.org/10.1287/mnsc.46.2.186.11926, arXiv:https://doi.org/10.1287/mnsc.46.2.186.11926
  • Vtyurina, A., & Fourney, A. (2018). Exploring the role of conversational cues in guided task support with virtual assistants [Paper presentation]. Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, Association for Computing Machinery, New York, NY, USA, pp. 1–7.
  • Walker, M. A., Litman, D. J., Kamm, C. A., & Abella, A. (1997). Paradise: A framework for evaluating spoken dialogue agents. arXiv:cmp-lg/9704004. https://doi.org/10.48550/arXiv.cmp-lg/9704004
  • Wang, Y.-Y., Acero, A., & Chelba, C. (2003). Is word error rate a good indicator for spoken language understanding accuracy [Paper presentation]. 2003 IEEE Workshop on Automatic Speech Recognition and Understanding, St. Thomas, US Virgin Islands, pp. 577–582.
  • Weinreich, U., Labov, W., & Herzog, M. (1968). Empirical foundations for a theory of language change (vol. 58). University of Texas Press Austin.
  • Wiese, R. (1984). Language production in foreign and native languages: Same or different?. In H. W. Dechert, D. Möhle, & M. Raupach (Eds.), Second language production (pp. 11–25). Gunter Narr Verlag.
  • Wu, Y., Edwards, J., Cooney, O., Bleakley, A., Doyle, P. R., Clark, L., Rough, D., & Cowan, B. R. (2020). Mental workload and language production in non-native speaker IPA interaction [Paper presentation]. Proceedings of the 2nd Conference on Conversational User Interfaces, Association for Computing Machinery, New York, NY, USA.
  • Zheng, Y., Sproat, R., Gu, L., Shafran, I., Zhou, H., Su, Y., Jurafsky, D., Starr, R., & Yoon, S. Y. (2005). Accent detection and speech recognition for Shanghai-accented Mandarin. Ninth European Conference on Speech Communication and Technology, Lisbon, Portugal.
  • Zilio, L., Paraguassu, L. B., Hercules, L. A. L., Ponomarenko, G., Berwanger, L., Finatto, M. J. B. (2020). A lexical simplification tool for promoting health literacy. Proceedings of the 1st Workshop on Tools and Resources to Empower People with REAding DIfficulties (READI), Marseille, France, pp. 70–76.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.