Communications of the ACM
Google Researching Real-Time Frustration Detection
Google researchers are studying how people behave when their search is unsuccessful. Frustrated searchers may frown or move closer to the computer monitor to make sure they have not missed anything. "In addition to many of them sighing or starting to bite their nails, users sometimes started to type their searches as natural language questions, they sometimes spent a very long time simply staring at the results page, and they sometimes completely changed their approach to the task," write Google user experience researchers Anne Aula, Rehan Khan, and Zhiwei Guan.
Such signals can be detected, which means it is conceivable that computers would be able to detect them as well. Computer users would have to embrace the idea of having Google watch them through a Web camera. "
[W]e believe we can use [behavioral observations and other metrics] to build a model that will one day make it possible for computers to detect frustration in real time," the researchers say.
From Information Week
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