An empirical study exploring difference in trust of perceived human and intelligent system partners

Joel S. Elson, Douglas C. Derrick, Luis A. Merino

Research output: Chapter in Book/Report/Conference proceedingConference contribution

2 Scopus citations

Abstract

Intelligent systems are increasingly relied on as partners used to make decisions in business contexts. With advances in artificial intelligence technology and system interfaces, it is increasingly difficult to distinguish these system partners from their human counterparts. Understanding the role of perceived humanness and its impact on trust in these situations is important as trust is widely recognized as critical to system adoption and effective collaboration. We conducted an exploratory study involving individuals collaborating with an intelligent system partner to make several critical decisions. Measured trust levels and survey responses were analyzed. Results suggest that greater trust is experienced when the partner is perceived to be human. Additionally, the attribution of partners possessing expert knowledge drove perceptions of humanness. Partners viewed to adhere to strict syntactical requirements, displaying quick response times, having unnatural conversational tone, and unrealistic availability contributed to perceptions of partners being machine-like.

Original languageEnglish (US)
Title of host publicationProceedings of the 54th Annual Hawaii International Conference on System Sciences, HICSS 2021
EditorsTung X. Bui
PublisherIEEE Computer Society
Pages136-145
Number of pages10
ISBN (Electronic)9780998133140
StatePublished - 2021
Event54th Annual Hawaii International Conference on System Sciences, HICSS 2021 - Virtual, Online
Duration: Jan 4 2021Jan 8 2021

Publication series

NameProceedings of the Annual Hawaii International Conference on System Sciences
Volume2020-January
ISSN (Print)1530-1605

Conference

Conference54th Annual Hawaii International Conference on System Sciences, HICSS 2021
CityVirtual, Online
Period1/4/211/8/21

ASJC Scopus subject areas

  • General Engineering

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