過去研究提出人際之間與他人互動時，若對方並未表現出合乎預期的人際行為規則時，人們會展現較為失望、不諒解，或程度較大的負面反應。然而在多數的人機互動研究偏重於了解代理人外觀設計與正面的行為，透過這些互動，使用者會感受到合乎人人互動的社會特徵，因而出現與人際反應類似的情形。隨著人們使用電腦的時間增長，對電腦代理人在互動中的期待也可能日漸提高，認為電腦代理人應該在人機互動中提供使用者所需的協助。對於這種使用者認為電腦代理人應該具備的幫助行為期待，可將其視為是一種電腦代理人的幫助性（affordance）。同時也從過去針對代理人的研究中，發現當代理人展現負面行為時，比正面行為更容易觀察到使用者面對人與電腦代理人的反應差異。因此本研究認為受測者可能期待代理人會在任務中提供他們幫助，然而當代理人給予的是負面阻礙行為時，可能造成受測者對代理人有較差的觀感，並且出現對真人與代理人的回應差異。
本研究以受測者對介面上的角色身份信念作為互動時對於對方身份（真人或代理人）的控制，以及在任務中所提供的正、負面兩種行為（幫助或阻礙）為兩個自變項，利用四個組別探討這些變項是否會引起使用者的不同反應。並針對過去研究中經常出現人機差異的對話行為，以及在受到幫助行為的影響下可能會出現的情緒反應，與對互動對方的感知等項目作為本研究的應變項。研究結果顯示，受到不同互動對方身份的影響，受測者在情緒感受的愉悅程度，對互動對方的喜愛程度，以及與互動對方繼續互動意願等三項目上出現了顯著的差異。透過這樣的結果可以了解，不同的互動對方身份雖然不能夠引起受測者所有的反應差異，但確實可在部份反應中觀察到受測者面對真人與代理人時的差別。另外，在互動過程中來自於互動對象的幫助與阻礙行為，在各個應變項上都出現了顯著的差異。表示受測者在任務過程中，對於給予幫助的互動對象有較好的評價。由於幫助與阻礙的情況確實經常存在於一般的人機互動當中，因此研究者根據以上的研究發現提出一些後續發展的方向與設計建議，以供未來研究作為參考。

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