Relational agents: a model and implementation of building user trust

By Timothy W. Bickmore, Justine Cassell. 2001

539 citations recorded by the source corpus.

Subfields: Artificial Intelligence, Social Psychology, Natural Language Processing

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Citations in the corpus

Open-Domain Conversational Agents: Current Progress, Open Problems, and Future Directions (2020, background): “…received more positively and have better outcomes when they include some level of empathy (Wentzel, 1997; Levinson, Gorawara-Bhat, and Lamb, 2000; Bickmore and Cassell, 2001; Kim, Kaplowitz, and Johnston, 2004; Fraser, Papaioan- nou, and Lemon, 2018), taken loosely as recognizing and…”
Towards Empathetic Open-domain Conversation Models: A New Benchmark and Dataset (2018, background): “gaging in social talk, reacting to emotional cues and displaying a caring attitude have, in fact, been associated with better task outcomes in many domains (Wentzel, 1997; Levinson et al., 2000; Bickmore and Cassell, 2001; Kim et al., 2004; Fraser et al., 2018).”
Evaluating Anthropomorphic Product Recommendation Agents: A Social Relationship Perspective to Designing Information Systems (2009, background): “Examples include the real estate agent “REa” [16, 21], the 3D realistic character “greta” that serves as an advice-giving agent [15, 32], and agents for pedagogical purposes [69, 70]. there are also a growing number of commercial products and Web-based services that enable designers to create a…”
My Chatbot Companion - a Study of Human-Chatbot Relationships (2021, background): “Bickmore and Cassell (2001) also argue that self-disclosure and the chatbot ’ s ability to make the user feel cared for is important for trust.”
From ‘automation’ to ‘autonomy’: the importance of trust repair in human–machine interaction (2018, background): “…autonomy in the light of demanding more from these new autonomous relationships, with the notable exception of the research and discussions on etiquette and politeness with automated agents and robotic systems (Bickmore and Cassell 2001; Jung 2017; Meyer et al. 2016; Parasuraman and Miller 2004).”
Conversational robo advisors as surrogates of trust: onboarding experience, firm perception, and consumer financial decision making (2020, background): “Such turn-taking mimics natural iterations in human-tohuman conversations which have been shown to act as an inherent trust-building mechanism (Bickmore and Cassell 2001).”
What Makes a Good Conversation?: Challenges in Designing Truly Conversational Agents (2019, background): “r experience of more conversational interactions with agents. A number of these agents have been developed for contexts including health [6, 7], elderly care [5, 55], education [50], customer service [3] and workplace [29] contexts. ECA research [3] showed that users trusted an agent more when small”
Establishing the computer-patient working alliance in automated health behavior change interventions. (2005, background): “We have experimented with speech recognition and natural language understanding [56], but find that the current state-of-the-art in these technologies does not come close to supporting the social dialogue required for relationship-building.”
Human-Centered Explainable AI (XAI): From Algorithms to User Experiences (2021, background): “[15]), including systems that generate explanatory dialogues [21].”
Current practice in measuring usability: Challenges to usability studies and research (2006, background): “Brickmore and Cassell (2001) , for example, had users complete a standard questionnaire on trust (taken from Wheeless and Grotz, 1977) after interacting with a conversational agent.”
I hate you! Disinhibition with virtual partners (2008, background): “Our paper deals with spontaneous, in situ, interactions; whereas most empirical research on conversational agents has been carried out in controlled studies, in situations where users were aware of being observed (Bickmore and Cassell, 2001).”
The Benefits of Interactions with Physically Present Robots over Video-Displayed Agents (2011, background): “While trust and respect have specifically been studied before [2, 5], our study focuses on the impact of a robot’s co-location on interactions requiring trust and respect.”
Receptionist or information kiosk: how do people talk with a robot? (2010, background): “Bickmore and Cassell showed that agents that made small talk reduced the perceived distance between themselves and users, and increased users’ trust, especially when users were extroverted [4].”
A Wizard-of-Oz Interface and Persona-based Methodology for Collecting Health Counseling Dialog (2020, background): “While persona-based dialog collection has received increased attention in the dialog system community for the purpose of improving the consistency of system responses [3,11,33], personas have been a well-established methodology in conversational design [29].”
Fatal or not? Finding errors that lead to dialogue breakdowns in chat-oriented dialogue systems (2015, background): “Chat-oriented or open-domain dialogue systems have recently been attracting attention from social and entertainment aspects (Bickmore and Cassell, 2001; Banchs and Li, 2012; Wilcock and Jokinen, 2013).”
Building a Stronger CASA: Extending the Computers Are Social Actors Paradigm (2020, background): “Ongoing and long-term interactions present the opportunity for individuals to develop relationships with media agents similar to those with humans (Bickmore & Cassell, 2001; Bickmore & Picard, 2005).”
Establishing and maintaining long-term human-computer relationships (2005, methodology): “We experimented with speech recognition and natural language understanding in the REA project [Bickmore and Cassell 2001], but found that the current state-of-the-art in these technologies does not come close to supporting the social dialogue (and conversational speech register) required for…”