Trust has been recognized as a central variable to explain the resistance to using automated systems (under-trust) and the overreliance on automated systems (over-trust). To achieve appropriate reliance, users’ trust should be calibrated to reflect a system’s capabilities. Studies from various disciplines have examined different interventions to attain such trust calibration. Based on a literature body of 1000+ papers, we identified 96 relevant publications which aimed to calibrate users’ trust in automated systems. To provide an in-depth overview of the state-of-the-art, we reviewed and summarized measurements of the trust calibration, interventions, and results of these efforts. For the numerous promising calibration interventions, we extract common design choices and structure these into four dimensions of trust calibration interventions to guide future studies. Our findings indicate that the measurement of the trust calibration often limits the interpretation of the effects of different interventions. We suggest future directions for this problem.

/pdf/measuring-and-understanding-trust-calibrations-for-automated-1o90sh40.pdf

Measuring and Understanding Trust Calibrations for Automated Systems: A Survey of the State-Of-The-Art and Future Directions

Good mental health is imperative for one’s wellbeing. While clinical mental disorder treatments exist, self-care is an essential aspect of mental health. This paper explores the use and perceived trust of conversational agents, chatbots, in the context of crowdsourced self-care through a between-subjects study (N = 80). One group used a standalone system with a conventional web interface to discover self-care methods. The other group used the same system wrapped in a chatbot interface, facilitating utterances and turn-taking between the user and a chatbot. We identify the security and integrity of the systems as critical factors that affect users’ trust. The chatbot interface scored lower on both these factors, and we contemplate the potential underlying reasons for this. We complement the quantitative data with qualitative analysis and synthesize our findings to identify suggestions for using chatbots in mental health contexts.

/pdf/supporting-mental-health-self-care-discovery-through-a-1ead1ilj.pdf

Supporting mental health self-care discovery through a chatbot

—House hunting, or the act of seeking for a place to live, is one of the most significant responsibilities for many families around the world. There are numerous criteria/factors that must be evaluated and investigated. These traits can be both statistically and qualitatively quantified and expressed. There is also a hierarchical link between the elements. Furthermore, objectively/quantitatively assessing qualitative characteristics is difficult, resulting in data inconsistency and, as a result, uncertainty. As a result, ambiguity must be dealt with using the necessary processes; otherwise, the decision to live in a particular property would be incorrect. To compare criteria, the Analytic Hierarchy Process (AHP) is employed, evidential reasoning is used to evaluate houses based on each criterion, and TOPSIS is used to rank house sites for selection. It was necessary to analyze qualitative and quantitative elements, as well as economic and social features of these residences, in order to arrive at the final order of houses, which was not an easy process. As a result, the authors developed a decision support model to aid decision makers in the management of activities related to finding a suitable dwelling. This study describes the development of a decision support system (DSS) capable of providing an overall judgment on the location of a house to live in while taking into account both qualitative and quantitative factors.

A Decision Concept to Support House Hunting

Conversational AI (CAI) systems which encompass voice- and text-based assistants are on the rise and have been largely integrated into people's everyday lives. Despite their widespread adoption, users voice concerns regarding privacy, security and trust in these systems. However, the composition of these perceptions, their impact on technology adoption and usage and the relationship between privacy, security and trust perceptions in the CAI context remain open research challenges. This study contributes to the field by conducting a Systematic Literature Review and offers insights into the current state of research on privacy, security and trust perceptions in the context of CAI systems. The review covers application fields and user groups and sheds light on empirical methods and tools used for assessment. Moreover, it provides insights into the reliability and validity of privacy, security and trust scales, as well as extensively investigating the subconstructs of each item as well as additional concepts which are concurrently collected. We point out that the perceptions of trust, privacy and security overlap based on the subconstructs we identified. While the majority of studies investigate one of these concepts, only a few studies were found exploring privacy, security and trust perceptions jointly. Our research aims to inform on directions to develop and use reliable scales for users' privacy, security and trust perceptions and contribute to the development of trustworthy CAI systems. 

Evaluating privacy, security, and trust perceptions in conversational AI: A systematic review

Generative AI, Why, How, and Outcomes: A User Adoption Study

Trust is an important component of human-AI relationships and plays a major role in shaping the reliance of users on online algorithmic decision support systems. With recent advances in natural language processing, text and voice-based conversational interfaces have provided users with new ways of interacting with such systems. Despite the growing applications of conversational user interfaces (CUIs), little is currently understood about the suitability of such interfaces for decision support and how CUIs inspire trust among humans engaging with decision support systems. In this work, we aim to address this gap and answer the following question: to what extent can a conversational interface build user trust in decision support systems in comparison to a conventional graphical user interface? To this end, we built a text-based conversational interface, and a conventional web-based graphical user interface. These served as the means for users to interact with an online decision support system to help them find housing, given a fixed set of constraints. To understand how the accuracy of the decision support system moderates user behavior and trust across the two interfaces, we considered an accurate and inaccurate system. We carried out a 2 × 2 between-subjects study (N = 240) on the Prolific crowdsourcing platform. Our findings show that the conversational interface was significantly more effective in building user trust and satisfaction in the online housing recommendation system when compared to the conventional web interface. Our results highlight the potential impact of conversational interfaces for trust development in decision support systems.

/pdf/to-trust-or-not-to-trust-how-a-conversational-interface-118ujwxs.pdf

To Trust or Not To Trust: How a Conversational Interface Affects Trust in a Decision Support System

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To Trust or Not To Trust: How a Conversational Interface Affects Trust in a Decision Support System