Assessing user bias in affect detection within context-based spoken dialog systems

This paper presents an empirical evidence of user bias within a laboratory-oriented evaluation of a Spoken Dialog System. Specifically, we addressed user bias in their satisfaction judgements. We question the reliability of this data for modeling user emotion, focusing on contentment and frustration in a spoken dialog system. This bias is detected through machine learning experiments that were conducted on two datasets, users and annotators, which were then compared in order to assess the reliability of these datasets. The target used was the satisfaction rating and the predictors were conversational/dialog features. Our results indicated that standard classifiers were significantly more successful in discriminating frustration and contentment and the intensities of these emotions (reflected by user satisfaction ratings) from annotator data than from user data. Indirectly, the results showed that conversational features are reliable predictors of the two abovementioned emotions.

A Satisfaction-based Model for Affect Recognition from Conversational Features in Spoken Dialog Systems

Detecting user affect automatically during real-time conversation is the main challenge towards our greater aim of infusing social intelligence into a natural-language mixed-initiative High-Fidelity (Hi-Fi) audio control spoken dialog agent. In recent years, studies on affect detection from voice have moved on to using realistic, non-acted data, which is subtler. However, it is more challenging to perceive subtler emotions and this is demonstrated in tasks such as labelling and machine prediction. This paper attempts to address part of this challenge by considering the role of user satisfaction ratings and also conversational/dialog features in discriminating contentment and frustration, two types of emotions that are known to be prevalent within spoken human-computer interaction. However, given the laboratory constraints, users might be positively biased when rating the system, indirectly making the reliability of the satisfaction data questionable. Machine learning experiments were conducted on two datasets, users and annotators, which were then compared in order to assess the reliability of these datasets. Our results indicated that standard classifiers were significantly more successful in discriminating the abovementioned emotions and their intensities (reflected by user satisfaction ratings) from annotator data than from user data. These results corroborated that: first, satisfaction data could be used directly as an alternative target variable to model affect, and that they could be predicted exclusively by dialog features. Second, these were only true when trying to predict the abovementioned emotions using annotator?s data, suggesting that user bias does exist in a laboratory-led evaluation.

Reflexión y refracción de la luz en medios anisótropos

En este proyecto se pretende estudiar el comportamiento de la luz al atravesar medios de diversos materiales, tanto isótropos como anisótropos uniáxicos. Para ello se requiere realizar un estudio previo de las condiciones de contorno aplicables a las ecuaciones de Maxwell en la interfase de dos medios que pueden ser isótropos o anisótropos. En el caso de dos materiales isótropos, la solución del problema son los conocidos coeficientes de Fresnel de reflexión y transmisión. En este trabajo se pretende generalizar el estudio al caso del paso de la luz desde un medio isótropo a otro anisótropo uniáxico (con su eje óptico en orientación arbitraria) y viceversa y al caso de dos materiales anisótropos uniáxicos con ejes ópticos en orientaciones arbitrarias. Es de especial interés el caso de un mismo material uniáxico en el que las dos partes tienen el eje óptico con distinta orientación. Una vez planteadas las condiciones de contorno específicas en cada caso, se obtendrá un conjunto de ecuaciones algebraicas cuya resolución permitirá obtener los coeficientes de reflexión y transmisión buscados. Para plantear el sistema de ecuaciones adecuado, será necesario tener una descripción de las características ópticas de los materiales empleados, la orientación de los ejes ópticos en cada caso, y los posibles ángulos de incidencia. Se realizará un tratamiento matricial de modo que el paquete MatLab permite su inversión de manera inmediata. Se desarrollará una interfaz sencilla, realizada con MatLab, que permita al usuario introducir sin dificultad los datos correspondientes a los materiales de los medios incidente y transmitido, la orientación en espacial del o de los ejes ópticos, de la longitud de onda de trabajo y del ángulo de incidencia del haz de luz, con los que la aplicación realizará los cálculos. Los coeficientes de reflexión y refracción obtenidos serán representados gráficamente en función del ángulo de incidencia. Así mismo se representarán los ángulos transmitidos y reflejados en función del de incidencia. Todo ello de esta forma, que resulte sencilla la interpretación de los datos por parte del usuario. ABSTRACT. The reason for this project is to study the behavior of light when light crosses different media of different materials, isotropic materials and uniaxial anisotropic materials. For this, a previous study is necessary where the boundary conditions apply to Maxwell equations at the interface between two media which can be isotropic and anisotropic. If both materials are isotropic, the Fresnel ccoefficients of reflection and refraction are used to solve the problem. The aim of this work is to generalize a study when light crosses from an isotropic media to a uniaxial anisotropic media, where its axis have arbitrary directions, and vicecersa. The system consisting of two materials with axis in arbitrary directions are also being studied. Once the specific boundary conditions are known in each case, a set of algebraic equations are obtained whose solution allows obtaining the reflection coefficients and refraction coefficients. It is necessary to have a description of the optical characteristics of the materials used; of the directions axis in each case and the possible angle of incidence. A matrix is proposed for later treatment in Matlab that allows the immediate inversion. A simple interface will de developed, manufactured with Matlab, that allows the user to enter data easily corresponding to the incident media and transmission media of the different materials, the special axis directions, the wavelength and the angle of incidence of the light beam. This data is used by the application to perform the necessary calculations to solve the problem. When reflection coefficients and refraction coefficients are obtained, the application draws the graphics in function of the angle of incidence. Also transmitted and reflected angles depending on the incidence are represented. This is to perform a data representation which is a simple interpretation of the user data.

Using the Journalistic Metaphor to Design User Interfaces That Explain Sensor Data

Facilitating general access to data from sensor networks (including traffic, hydrology and other domains) increases their utility. In this paper we argue that the journalistic metaphor can be effectively used to automatically generate multimedia presentations that help non-expert users analyze and understand sensor data. The journalistic layout and style are familiar to most users. Furthermore, the journalistic approach of ordering information from most general to most specific helps users obtain a high-level understanding while providing them the freedom to choose the depth of analysis to which they want to go. We describe the general characteristics and architectural requirements for an interactive intelligent user interface for exploring sensor data that uses the journalistic metaphor. We also describe our experience in developing this interface in real-world domains (e.g., hydrology).

IDT-3D: Identification and tracking in controlled environments using a 3D unified user interface

Identification and tracking of objects in specific environments such as harbors or security areas is a matter of great importance nowadays. With this purpose, numerous systems based on different technologies have been developed, resulting in a great amount of gathered data displayed through a variety of interfaces. Such amount of information has to be evaluated by human operators in order to take the correct decisions, sometimes under highly critical situations demanding both speed and accuracy. In order to face this problem we describe IDT-3D, a platform for identification and tracking of vessels in a harbour environment able to represent fused information in real time using a Virtual Reality application. The effectiveness of using IDT-3D as an integrated surveillance system is currently under evaluation. Preliminary results point to a significant decrease in the times of reaction and decision making of operators facing up a critical situation. Although the current application focus of IDT-3D is quite specific, the results of this research could be extended to the identification and tracking of targets in other controlled environments of interest as coastlines, borders or even urban areas.

Using SCXML to integrate semantic sensor information into context-aware user interfaces

This paper describes a novel architecture to introduce automatic annotation and processing of semantic sensor data within context-aware applications. Based on the well-known state-charts technologies, and represented using W3C SCXML language combined with Semantic Web technologies, our architecture is able to provide enriched higher-level semantic representations of user’s context. This capability to detect and model relevant user situations allows a seamless modeling of the actual interaction situation, which can be integrated during the design of multimodal user interfaces (also based on SCXML) for them to be adequately adapted. Therefore, the final result of this contribution can be described as a flexible context-aware SCXML-based architecture, suitable for both designing a wide range of multimodal context-aware user interfaces, and implementing the automatic enrichment of sensor data, making it available to the entire Semantic Sensor Web

VLC-based light-weight portable user interface for in-house applications.

Advances in solid-state lighting have overcome common limitations on optical wireless such as power needs due to light dispersion. It's been recently proposed the modification of lamp's drivers to take advantages of its switching behaviour to include data links maintaining the illumination control they provide. In this paper, a remote access application using visible light communications is presented that provides wireless access to a remote computer using a touchscreen as user interface

A big data platform for large scale event processing

To date, big data applications have focused on the store-and-process paradigm. In this paper we describe an initiative to deal with big data applications for continuous streams of events. In many emerging applications, the volume of data being streamed is so large that the traditional ‘store-then-process’ paradigm is either not suitable or too inefficient. Moreover, soft-real time requirements might severely limit the engineering solutions. Many scenarios fit this description. In network security for cloud data centres, for instance, very high volumes of IP packets and events from sensors at firewalls, network switches and routers and servers need to be analyzed and should detect attacks in minimal time, in order to limit the effect of the malicious activity over the IT infrastructure. Similarly, in the fraud department of a credit card company, payment requests should be processed online and need to be processed as quickly as possible in order to provide meaningful results in real-time. An ideal system would detect fraud during the authorization process that lasts hundreds of milliseconds and deny the payment authorization, minimizing the damage to the user and the credit card company.

Dense Map Inference with User-Defined Priors: From Priorlets to Scan Eigenvariations

When mapping is formulated in a Bayesian framework, the need of specifying a prior for the environment arises naturally. However, so far, the use of a particular structure prior has been coupled to working with a particular representation. We describe a system that supports inference with multiple priors while keeping the same dense representation. The priors are rigorously described by the user in a domain-specific language. Even though we work very close to the measurement space, we are able to represent structure constraints with the same expressivity as methods based on geometric primitives. This approach allows the intrinsic degrees of freedom of the environment’s shape to be recovered. Experiments with simulated and real data sets will be presented

Physical data acquisition and PWM signal generation using a microcontroller allowing control for DC motor rotation speed

El objetivo de este proyecto es diseñar un sistema capaz de controlar la velocidad de rotación de un motor DC en función del valor de temperatura obtenido de un sensor. Para ello se generará con un microcontrolador una señal PWM, cuyo ciclo de trabajo estará en función de la temperatura medida. En lo que respecta a la fase de diseño, hay dos partes claramente diferenciadas, relativas al hardware y al software. En cuanto al diseño del hardware puede hacerse a su vez una división en dos partes. En primer lugar, hubo que diseñar la circuitería necesaria para adaptar los niveles de tensión entregados por el sensor de temperatura a los niveles requeridos por ADC, requerido para digitalizar la información para su posterior procesamiento por parte del microcontrolador. Por tanto hubo que diseñar capaz de corregir el offset y la pendiente de la función tensión-temperatura del sensor, a fin de adaptarlo al rango de tensión requerido por el ADC. Por otro lado, hubo que diseñar el circuito encargado de controlar la velocidad de rotación del motor. Este circuito estará basado en un transistor MOSFET en conmutación, controlado mediante una señal PWM como se mencionó anteriormente. De esta manera, al variar el ciclo de trabajo de la señal PWM, variará de manera proporcional la tensión que cae en el motor, y por tanto su velocidad de rotación. En cuanto al diseño del software, se programó el microcontrolador para que generase una señal PWM en uno de sus pines en función del valor entregado por el ADC, a cuya entrada está conectada la tensión obtenida del circuito creado para adaptar la tensión generada por el sensor. Así mismo, se utiliza el microcontrolador para representar el valor de temperatura obtenido en una pantalla LCD. Para este proyecto se eligió una placa de desarrollo mbed, que incluye el microcontrolador integrado, debido a que facilita la tarea del prototipado. Posteriormente se procedió a la integración de ambas partes, y testeado del sistema para comprobar su correcto funcionamiento. Puesto que el resultado depende de la temperatura medida, fue necesario simular variaciones en ésta, para así comprobar los resultados obtenidos a distintas temperaturas. Para este propósito se empleó una bomba de aire caliente. Una vez comprobado el funcionamiento, como último paso se diseñó la placa de circuito impreso. Como conclusión, se consiguió desarrollar un sistema con un nivel de exactitud y precisión aceptable, en base a las limitaciones del sistema. SUMMARY: It is obvious that day by day people’s daily life depends more on technology and science. Tasks tend to be done automatically, making them simpler and as a result, user life is more comfortable. Every single task that can be controlled has an electronic system behind. In this project, a control system based on a microcontroller was designed for a fan, allowing it to go faster when temperature rises or slowing down as the environment gets colder. For this purpose, a microcontroller was programmed to generate a signal, to control the rotation speed of the fan depending on the data acquired from a temperature sensor. After testing the whole design developed in the laboratory, the next step taken was to build a prototype, which allows future improvements in the system that are discussed in the corresponding section of the thesis.

Simulating Data Journalism to Communicate Hydrological Information from Sensor Networks

Presenting relevant information via web-based user friendly interfac- es makes the information more accessible to the general public. This is especial- ly useful for sensor networks that monitor natural environments. Adequately communicating this type of information helps increase awareness about the limited availability of natural resources and promotes their better use with sus- tainable practices. In this paper, I suggest an approach to communicating this information to wide audiences based on simulating data journalism using artifi- cial intelligence techniques. I analyze this approach by describing a pioneer knowledge-based system called VSAIH, which looks for news in hydrological data from a national sensor network in Spain and creates news stories that gen- eral users can understand. VSAIH integrates artificial intelligence techniques, including a model-based data analyzer and a presentation planner. In the paper, I also describe characteristics of the hydrological national sensor network and the technical solutions applied by VSAIH to simulate data journalism.

A Method for Developing Ontologies from User-Generated Classication Systems

Abstract Web 2.0 applications enabled users to classify information resources using their own vocabularies. The bottom-up nature of these user-generated classification systems have turned them into interesting knowledge sources, since they provide a rich terminology generated by potentially large user communities. Previous research has shown that it is possible to elicit some emergent semantics from the aggregation of individual classifications in these systems. However the generation of ontologies from them is still an open research problem. In this thesis we address the problem of how to tap into user-generated classification systems for building domain ontologies. Our objective is to design a method to develop domain ontologies from user-generated classifications systems. To do so, we rely on ontologies in the Web of Data to formalize the semantics of the knowledge collected from the classification system. Current ontology development methodologies have recognized the importance of reusing knowledge from existing resources. Thus, our work is framed within the NeOn methodology scenario for building ontologies by reusing and reengineering non-ontological resources. The main contributions of this work are: An integrated method to develop ontologies from user-generated classification systems. With this method we extract a domain terminology from the classification system and then we formalize the semantics of this terminology by reusing ontologies in the Web of Data. Identification and adaptation of existing techniques for implementing the activities in the method so that they can fulfill the requirements of each activity. A novel study about emerging semantics in user-generated lists. Resumen La web 2.0 permitió a los usuarios clasificar recursos de información usando su propio vocabulario. Estos sistemas de clasificación generados por usuarios son recursos interesantes para la extracción de conocimiento debido principalmente a que proveen una extensa terminología generada por grandes comunidades de usuarios. Se ha demostrado en investigaciones previas que es posible obtener una semántica emergente de estos sistemas. Sin embargo la generación de ontologías a partir de ellos es todavía un problema de investigación abierto. Esta tesis trata el problema de cómo aprovechar los sistemas de clasificación generados por usuarios en la construcción de ontologías de dominio. Así el objetivo de la tesis es diseñar un método para desarrollar ontologías de dominio a partir de sistemas de clasificación generados por usuarios. El método propuesto reutiliza conceptualizaciones existentes en ontologías publicadas en la Web de Datos para formalizar la semántica del conocimiento que se extrae del sistema de clasificación. Por tanto, este trabajo está enmarcado dentro del escenario para desarrollar ontologías mediante la reutilización y reingeniería de recursos no ontológicos que se ha definido en la Metodología NeOn. Las principales contribuciones de este trabajo son: Un método integrado para desarrollar una ontología de dominio a partir de sistemas de clasificación generados por usuarios. En este método se extrae una terminología de dominio del sistema de clasificación y posteriormente se formaliza su semántica reutilizando ontologías en la Web de Datos. La identificación y adaptación de un conjunto de técnicas para implementar las actividades propuestas en el método de tal manera que puedan cumplir automáticamente los requerimientos de cada actividad. Un novedoso estudio acerca de la semántica emergente en las listas generadas por usuarios en la Web.

User-definable resource bounds analysis for logic programs

We present a static analysis that infers both upper and lower bounds on the usage that a logic program makes of a set of user-definable resources. The inferred bounds will in general be functions of input data sizes. A resource in our approach is a quite general, user-defined notion which associates a basic cost function with elementary operations. The analysis then derives the related (upper- and lower-bound) resource usage functions for all predicates in the program. We also present an assertion language which is used to define both such resources and resourcerelated properties that the system can then check based on the results of the analysis. We have performed some preliminary experiments with some concrete resources such as execution steps, bytes sent or received by an application, number of files left open, number of accesses to a datábase, number of calis to a procedure, number of asserts/retracts, etc. Applications of our analysis include resource consumption verification and debugging (including for mobile code), resource control in parallel/distributed computing, and resource-oriented specialization.

User-definable resource usage bounds analysis for java bytecode

Automatic cost analysis of programs has been traditionally concentrated on a reduced number of resources such as execution steps, time, or memory. However, the increasing relevance of analysis applications such as static debugging and/or certiflcation of user-level properties (including for mobile code) makes it interesting to develop analyses for resource notions that are actually application-dependent. This may include, for example, bytes sent or received by an application, number of files left open, number of SMSs sent or received, number of accesses to a datábase, money spent, energy consumption, etc. We present a fully automated analysis for inferring upper bounds on the usage that a Java bytecode program makes of a set of application programmer-deflnable resources. In our context, a resource is defined by programmer-provided annotations which state the basic consumption that certain program elements make of that resource. From these deflnitions our analysis derives functions which return an upper bound on the usage that the whole program (and individual blocks) make of that resource for any given set of input data sizes. The analysis proposed is independent of the particular resource. We also present some experimental results from a prototype implementation of the approach covering a signiflcant set of interesting resources.

User-centric need-driven affect modeling for spoken conversational agents: design and evaluation

It is easy to get frustrated at spoken conversational agents (SCAs), perhaps because they seem to be callous. By and large, the quality of human-computer interaction is affected due to the inability of the SCAs to recognise and adapt to user emotional state. Now with the mass appeal of artificially-mediated communication, there has been an increasing need for SCAs to be socially and emotionally intelligent, that is, to infer and adapt to their human interlocutors’ emotions on the fly, in order to ascertain an affective, empathetic and naturalistic interaction. An enhanced quality of interaction would reduce users’ frustrations and consequently increase their satisfactions. These reasons have motivated the development of SCAs towards including socio-emotional elements, turning them into affective and socially-sensitive interfaces. One barrier to the creation of such interfaces has been the lack of methods for modelling emotions in a task-independent environment. Most emotion models for spoken dialog systems are task-dependent and thus cannot be used “as-is” in different applications. This Thesis focuses on improving this, in which it concerns computational modeling of emotion, personality and their interrelationship for task-independent autonomous SCAs. The generation of emotion is driven by needs, inspired by human’s motivational systems. The work in this Thesis is organised in three stages, each one with its own contribution. The first stage involved defining, integrating and quantifying the psychological-based motivational and emotional models sourced from. Later these were transformed into a computational model by implementing them into software entities. The computational model was then incorporated and put to test with an existing SCA host, a HiFi-control agent. The second stage concerned automatic prediction of affect, which has been the main challenge towards the greater aim of infusing social intelligence into the HiFi agent. In recent years, studies on affect detection from voice have moved on to using realistic, non-acted data, which is subtler. However, it is more challenging to perceive subtler emotions and this is demonstrated in tasks such as labelling and machine prediction. In this stage, we attempted to address part of this challenge by considering the roles of user satisfaction ratings and conversational/dialog features as the respective target and predictors in discriminating contentment and frustration, two types of emotions that are known to be prevalent within spoken human-computer interaction. The final stage concerned the evaluation of the emotional model through the HiFi agent. A series of user studies with 70 subjects were conducted in a real-time environment, each in a different phase and with its own conditions. All the studies involved the comparisons between the baseline non-modified and the modified agent. The findings have gone some way towards enhancing our understanding of the utility of emotion in spoken dialog systems in several ways; first, an SCA should not express its emotions blindly, albeit positive. Rather, it should adapt its emotions to user states. Second, low performance in an SCA may be compensated by the exploitation of emotion. Third, the expression of emotion through the exploitation of prosody could better improve users’ perceptions of an SCA compared to exploiting emotions through just lexical contents. Taken together, these findings not only support the success of the emotional model, but also provide substantial evidences with respect to the benefits of adding emotion in an SCA, especially in mitigating users’ frustrations and ultimately improving their satisfactions. Resumen Es relativamente fácil experimentar cierta frustración al interaccionar con agentes conversacionales (Spoken Conversational Agents, SCA), a menudo porque parecen ser un poco insensibles. En general, la calidad de la interacción persona-agente se ve en cierto modo afectada por la incapacidad de los SCAs para identificar y adaptarse al estado emocional de sus usuarios. Actualmente, y debido al creciente atractivo e interés de dichos agentes, surge la necesidad de hacer de los SCAs unos seres cada vez más sociales y emocionalmente inteligentes, es decir, con capacidad para inferir y adaptarse a las emociones de sus interlocutores humanos sobre la marcha, de modo que la interacción resulte más afectiva, empática y, en definitiva, natural. Una interacción mejorada en este sentido permitiría reducir la posible frustración de los usuarios y, en consecuencia, mejorar el nivel de satisfacción alcanzado por los mismos. Estos argumentos justifican y motivan el desarrollo de nuevos SCAs con capacidades socio-emocionales, dotados de interfaces afectivas y socialmente sensibles. Una de las barreras para la creación de tales interfaces ha sido la falta de métodos de modelado de emociones en entornos independientes de tarea. La mayoría de los modelos emocionales empleados por los sistemas de diálogo hablado actuales son dependientes de tarea y, por tanto, no pueden utilizarse "tal cual" en diferentes dominios o aplicaciones. Esta tesis se centra precisamente en la mejora de este aspecto, la definición de modelos computacionales de las emociones, la personalidad y su interrelación para SCAs autónomos e independientes de tarea. Inspirada en los sistemas motivacionales humanos en el ámbito de la psicología, la tesis propone un modelo de generación/producción de la emoción basado en necesidades. El trabajo realizado en la presente tesis está organizado en tres etapas diferenciadas, cada una con su propia contribución. La primera etapa incluyó la definición, integración y cuantificación de los modelos motivacionales de partida y de los modelos emocionales derivados a partir de éstos. Posteriormente, dichos modelos emocionales fueron plasmados en un modelo computacional mediante su implementación software. Este modelo computacional fue incorporado y probado en un SCA anfitrión ya existente, un agente con capacidad para controlar un equipo HiFi, de alta fidelidad. La segunda etapa se orientó hacia el reconocimiento automático de la emoción, aspecto que ha constituido el principal desafío en relación al objetivo mayor de infundir inteligencia social en el agente HiFi. En los últimos años, los estudios sobre reconocimiento de emociones a partir de la voz han pasado de emplear datos actuados a usar datos reales en los que la presencia u observación de emociones se produce de una manera mucho más sutil. El reconocimiento de emociones bajo estas condiciones resulta mucho más complicado y esta dificultad se pone de manifiesto en tareas tales como el etiquetado y el aprendizaje automático. En esta etapa, se abordó el problema del reconocimiento de las emociones del usuario a partir de características o métricas derivadas del propio diálogo usuario-agente. Gracias a dichas métricas, empleadas como predictores o indicadores del grado o nivel de satisfacción alcanzado por el usuario, fue posible discriminar entre satisfacción y frustración, las dos emociones prevalentes durante la interacción usuario-agente. La etapa final corresponde fundamentalmente a la evaluación del modelo emocional por medio del agente Hifi. Con ese propósito se llevó a cabo una serie de estudios con usuarios reales, 70 sujetos, interaccionando con diferentes versiones del agente Hifi en tiempo real, cada uno en una fase diferente y con sus propias características o capacidades emocionales. En particular, todos los estudios realizados han profundizado en la comparación entre una versión de referencia del agente no dotada de ningún comportamiento o característica emocional, y una versión del agente modificada convenientemente con el modelo emocional propuesto. Los resultados obtenidos nos han permitido comprender y valorar mejor la utilidad de las emociones en los sistemas de diálogo hablado. Dicha utilidad depende de varios aspectos. En primer lugar, un SCA no debe expresar sus emociones a ciegas o arbitrariamente, incluso aunque éstas sean positivas. Más bien, debe adaptar sus emociones a los diferentes estados de los usuarios. En segundo lugar, un funcionamiento relativamente pobre por parte de un SCA podría compensarse, en cierto modo, dotando al SCA de comportamiento y capacidades emocionales. En tercer lugar, aprovechar la prosodia como vehículo para expresar las emociones, de manera complementaria al empleo de mensajes con un contenido emocional específico tanto desde el punto de vista léxico como semántico, ayuda a mejorar la percepción por parte de los usuarios de un SCA. Tomados en conjunto, los resultados alcanzados no sólo confirman el éxito del modelo emocional, sino xv que constituyen además una evidencia decisiva con respecto a los beneficios de incorporar emociones en un SCA, especialmente en cuanto a reducir el nivel de frustración de los usuarios y, en última instancia, mejorar su satisfacción.