중년층 사용자의 키오스크 사용에 대한 심리적 부담감 해소를 위한 생성형 AI의 가상 인물과 대화 기반 주문 과정 탐구 = Exploration of the Process for Order Based on Conversation with Virtual Human of Generative AI to Relieve the Psychological Burden of Using Kiosks for Middle-Aged Users

다국어 초록 (Multilingual Abstract)

This research proposes generative artificial intelligence (AI)-based virtual human service as a way to build a positive user experience for kiosks used in various service environments and middle-aged users who feel a psychological burden using a kiosk. To utilize the familiar face-to-face experience in the order-payment process at food and beverage stores, the research material was designed as the concept service, which was based on the conversation task with the AI virtual human by generative AI on the kiosk. This concept was constructed based on the technical premise that it was possible to communicate with the user on the screen of the kiosk through the service and prior research, which focused on the AI virtual human by generative AI. Consequently, AI recommendations demonstrated a valid relationship with user experience. Then, the order process through a meaningful conversation with AI virtual human revealed the major impact on stability in user experience. Furthermore, the result, which was the usability verification for the research material as the concept, was an acceptable level through the system usability scale (SUS) test. The subject presented positive opinions on the concept service from the perspective of the stability of the conversation, the convenience of ordering, the familiarity of the process of use, and the degree of immersion according to the sense of reality. This research examines how conversations between AI virtual humans and middle-aged kiosk users in the kiosk can create a positive user experience.