How Does Talking with a Human-like Machine in a Self-Driving Car Affect your Experience? A Mixed-Method Approach

This study investigates the impact of human-like machines (HLMs) on the user experience (UX) of young adults during voice interactions between drivers and autonomous vehicles. A mixed-method approach was employed to evaluate three voice agents with varying levels of anthropomorphism: a machine voice without humanized speech strategies (Agent A), a human voice without humanized speech strategies (Agent B), and a human voice with humanized speech strategies (Agent C). A total of 30 participants were invited to interact with the agents in a simulated driving scenario. Quantitative measures were employed to assess intimacy, trust, intention to use, perceived safety, and perceived anthropomorphism based on a 7-point Likert scale, while qualitative interviews were conducted to gain deeper insights. The results demonstrate that increased anthropomorphism enhances perceived anthropomorphism (from 2.77 for Agent A to 5.01 for Agent C) and intimacy (from 2.47 for Agent A to 4.52 for Agent C) but does not significantly affect trust or perceived safety. The intention to use was higher for Agents A and C (4.56 and 4.43, respectively) in comparison to Agent B (3.88). This suggests that there is a complex relationship between voice characteristics and UX dimensions. The findings of this study highlight the importance of balancing emotional engagement and functional efficiency in the design of voice agents for autonomous vehicles.