Voice-Based Assistants as Intermediaries for Sociopolitical Issues: Investigating Use Patterns, Expectations, and Prior Indirect Experiences

Abstract

The ubiquity of voice-based assistants (VBAs) in everyday life prompts an exploration of their role as information intermediaries. Surveying n = 803 regular VBA users in Germany, we investigate the usage of VBAs for complex requests that go beyond simple factoids and provide evidence of users’ expectations toward VBAs in the context of sociopolitical information. A latent profile analysis shows that while users strongly rely on VBAs for routine information activities, a significant subgroup turns to them for complex inquiries such as decision-making guidance. User expectations of VBAs when answering questions about sociopolitical issues align with those for human journalists, emphasizing impartiality, transparency, and practical support. Dialogic engagement is considered less important. These expectations appear to be shaped by distinct indirect experiences with VBAs, including observations of other users and exposure to public discourse. Offering quantitative findings, the study discusses the nuanced nature of interactions with VBAs for information retrieval.