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https://figshare.com/articles/journal_contribution/Systematic_Review_Trust-Building_Factors_and_Implications_for_Conversational_Agent_Design/12905991
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Journal article
Systematic Review: Trust-Building Factors and Implications for Conversational Agent Design
International journal of human-computer interaction, v 37(1), pp 81-96
02 Jan 2021
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.
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Details
- Title
- Systematic Review: Trust-Building Factors and Implications for Conversational Agent Design
- Creators
- Minjin Rheu - Michigan State UniversityJi Youn Shin - Michigan State UniversityWei Peng - Michigan State UniversityJina Huh-Yoo - Drexel University
- Publication Details
- International journal of human-computer interaction, v 37(1), pp 81-96
- Publisher
- Taylor & Francis
- Resource Type
- Journal article
- Language
- English
- Academic Unit
- Information Science
- Web of Science ID
- WOS:000565539800001
- Scopus ID
- 2-s2.0-85090125043
- Other Identifier
- 991014976820804721
InCites Highlights
Data related to this publication, from InCites Benchmarking & Analytics tool:
- Collaboration types
- Domestic collaboration
- Web of Science research areas
- Computer Science, Cybernetics
- Ergonomics