Conversational Agents Trust Calibration: A User-Centred Perspective to Design

Dubiel, Mateusz; Daronnat, Sylvain; Leiva, Luis A.

doi:10.1145/3543829.3544518

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Conversational Agents Trust Calibration: A User-Centred Perspective to Design

Dubiel, Mateusz; Daronnat, Sylvain; Leiva, Luis A.

2022 • In ACM Conference on Conversational User Interfaces (CUI 2022)

Peer reviewed

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https://hdl.handle.net/10993/51739

DOI
10.1145/3543829.3544518

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Keywords :

Conversational Agents; Trust; Design Ethics

Abstract :

[en] Previous work identified trust as one of the key requirements for adoption and continued use of conversational agents (CAs). Given recent advances in natural language processing and deep learning, it is currently possible to execute simple goal-oriented tasks by using voice. As CAs start to provide a gateway for purchasing products and booking services online, the question of trust and its impact on users’ reliance and agency becomes ever-more pertinent. This paper collates trust-related literature and proposes four design suggestions that are illustrated through example conversations. Our goal is to encourage discussion on ethical design practices to develop CAs that are capable of employing trust-calibration techniques that should, when relevant, reduce the user’s trust in the agent. We hope that our reflections, based on the synthesis of insights from the fields of human-agent interaction, explainable ai, and information retrieval, can serve as a reminder of the dangers of excessive trust in automation and contribute to more user-centred CA design.

Disciplines :

Computer science

Author, co-author :

Dubiel, Mateusz ; University of Luxembourg > Faculty of Science, Technology and Medicine (FSTM) > Department of Computer Science (DCS)

Daronnat, Sylvain; University of Strathclyde

Leiva, Luis A. ; University of Luxembourg > Faculty of Science, Technology and Medicine (FSTM) > Department of Computer Science (DCS)

External co-authors :

yes

Language :

English

Title :

Conversational Agents Trust Calibration: A User-Centred Perspective to Design

Publication date :

2022

Event name :

4th Conference on Conversational User Interfaces (CUI 2022)

Event organizer :

Association for Computing Machinery (ACM)

Event place :

Glasgow, United Kingdom

Event date :

from 26-07-2022 to 25-07-2022

Audience :

International

Main work title :

ACM Conference on Conversational User Interfaces (CUI 2022)

Publisher :

ACM

Peer reviewed :

Peer reviewed

Focus Area :

Computational Sciences

FnR Project :

FNR15722813 - Brainsourcing For Affective Attention Estimation, 2021 (01/02/2022-31/01/2025) - Luis Leiva

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since 20 July 2022

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