What is it about?
This paper investigates how a user's perception of their control over an intelligent agent (the chatbot) affects the degree to which they can trust that agent. Specifically, we investigate this element of perceived control in relation to two components of trust; the perceived benevolence and perceived competence of the agent. We find that perceived control has a moderate positive impact on the perceived benevolence of the agent, but this impact is influenced by the user's pre-existing attitude towards intelligent agents.
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Why is it important?
The relationship between perceived control and trust in intelligent-agent-human interaction is understudied, with mixed results emerging in past work. This paper aims to shed more light on this relationship and thus inform how chatbot interactions maybe designed in the future in order to invoke healthy trust relationships with users.
Read the Original
This page is a summary of: Trust and Perceived Control in Burnout Support Chatbots, April 2023, ACM (Association for Computing Machinery),
DOI: 10.1145/3544549.3585780.
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