Abstract
In spite of a very optimistic academic and professional literature, virtual embodied agents on commercial Web sites do not seem to keep all their promises. The update in December, 2009, of a benchmark led by OrangeLab in 2007 on 36 embodied agents present on French Web sites, reveals that more than 60 % of them had disappeared. This research deals with understanding the disappearance of virtual sales agents through a review of 53 articles, a benchmark of 80 agents on French commercial websites and analyses of experts’ depth-interviews. Additionally, this research identifies a series of common errors in the design of virtual agent that conduct to the agent’s failure, and gives important counter-arguments concerning popular ideas related to virtual agents.
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