Voice or Text? A Qualitative Examination of Communication Modality in Conversational Agents

Document Type

Conference Proceeding

Source of Publication

Ichora 2026 8th International Congress on Human Computer Interaction Optimization and Robotic Applications Proceedings

Publication Date

5-21-2026

Abstract

Conversational agents (CAs) increasingly operate through text and voice modalities, yet limited qualitative research explains how users interpret these modalities in terms of authenticity, usability, motivation, and collaborative engagement. This study presents findings from a qualitative investigation comparing text-based and voice-based CAs across two applied scenarios: holiday planning and in-car navigation. Forty participants interacted with a single modality and responded to open-ended questions about authenticity, ease of use, motivation, social interaction, attitudes, and value co-creation. Thematic analysis reveals that authenticity is primarily constructed through perceived competence rather than emotional realism, usability is highly contextual, and utilitarian motivation dominates co-creation intentions across modalities. While voice-based systems are perceived as more natural in mobility contexts, efficiency and functional value remain central drivers of engagement. The findings provide theoretical and design implications for modality selection in conversational systems.

ISBN

[9798331581503]

Publisher

IEEE

Disciplines

Communication | Computer Sciences

Keywords

Chatbots, Collaborative agents, Modality, Text, User experience (UX), Voice

Scopus ID

105042095231

Indexed in Scopus

yes

Open Access

no

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