Systematic Review: Trust-Building Factors and Implications for Conversational Agent Design

By M. Rheu, Ji Youn Shin, Wei Peng, Jina Huh-Yoo. International journal of human computer interactions, 2021

330 citations recorded by the source corpus.

ABSTRACT Off-the-shelf conversational agents are permeating people’s everyday lives. In these artificial intelligence devices, trust plays a key role in users’ initial adoption and successful utilization. Factors enhancing trust toward conversational agents include appearances, voice features, and communication styles. Synthesizing such work will be useful in designing evidence-based, trustworthy conversational agents appropriate for various contexts. We conducted a systematic review of the experimental studies that investigated the effect of conversational agents’ and users’ characteristics on trust. From a full-text review of 29 articles, we identified five agent design-themes affecting trust toward conversational agents: social intelligence of the agent, voice characteristics and communication style, look of the agent, non-verbal communication, and performance quality. We also found that participants’ demographic, personality, or use context moderate the effect of these themes. We discuss implications for designing trustworthy conversational agents and responsibilities around on stereotypes and social norm building through agent design.

Subfields: Artificial Intelligence, Human-Computer Interaction

View Paper: https://www.semanticscholar.org/paper/824e392846e1b38787c39d8318d5f1e44e9a6c5b

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Citations in the corpus

The General Attitudes towards Artificial Intelligence Scale (GAAIS): Confirmatory Validation and Associations with Personality, Corporate Distrust, and General Trust (2022, background): “Artificial Intelligence raises issues of trust, and this is a much-researched aspect of AI (see e.g., Araujo et al., 2020; Rheu et al., 2021; Siau & Wang, 2018, for recent examples).”
A Systematic Literature Review of User Trust in AI-Enabled Systems: An HCI Perspective (2022, background): “…in this review were conducted in the USA and Germany, highlighting that future research should be conducted in more diverse geographical locations to help understand how cultural factors influence user trust in AI-enabled systems (Jobin et al., 2019; Mohapatra & Kumar, 2019; Rheu et al., 2021).”
Trust in AI and Its Role in the Acceptance of AI Technologies (2022, background): “Many recent studies on trust in AI have focused on exploring factors that contribute to trustworthy AI (Gillath et al., 2021; Lockey et al., 2021; Rheu et al., 2021).”