Emotionally intelligent virtual tour guide in handling group conflicts: Effect on user outcomes

Abstract

AbstractAn effective virtual agent can serve humans complete task‐based work efficaciously and manage interpersonal relationships with humans judiciously. This article investigates the effectiveness of emotional intelligence (EI) of a virtual agent taking over the role of a virtual tour guide (VTGuide) in a desktop application when witnessing a personal conflict between a human user and two virtual agents participating in the tour (the human user was ignored by the agents). A within‐subject experiment is conducted to verify the validity of EI. Participants rate VTGuides (with or without EI) on conflict handling and report their feelings during the interaction. In addition, objective behavioral data of users are recorded, including facial expressions and textual sentiment, to assess the perception of rapport. The results show that an emotionally intelligent VTGuide performs an agreeable behavior system (e.g., nodding, eye contact, friendly facial expressions), comforting verbal strategy (e.g., distracting attention, mediating between conflicting parties), and positive paralinguistic cues (e.g., smiling textual emojis). It can effectively mitigate intra‐group conflicts and maintain interpersonal relationships. Thus, demonstrating a stronger sense of EI can better transmit engagement, interest, understanding, and emotional feedback in complex relationships.