Second Chance for a First Impression? Trust Development in Intelligent System Interaction
Year: 2021
Type: conference-paper
Abstract: There is a growing use of intelligent systems to support human decision-making across several domains. Trust in intelligent systems, however, is pivotal in shaping their widespread adoption. Little is currently understood about how trust in an intelligent system evolves over time and how it is mediated by the accuracy of the system. We aim to address this knowledge gap by exploring trust formation over time and its relation to system accuracy. To that end, we built an intelligent house recommendation system and carried out a longitudinal study consisting of 201 participants across 3 sessions in a week. In each session, participants were tasked with finding housing that fit a given set of constraints using a conventional web interface that reflected a typical housing search website. Participants could choose to use an intelligent decision support system to help them find the right house. Depending on the group, participants received a variation of accurate or inaccurate advice from the intelligent system throughout each session. We measured trust using a trust in automation scale at the end of each session.
Institutions: University of Zurich, Delft University of Technology
Language: English
Subfield: Social Psychology
Field: Psychology
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W3173265486