Trusting in Machines: How Mode of Interaction Affects Willingness to Share Personal Information with Machines

Schroeder, Juliana; Schroeder, Matthew

doi:10.24251/hicss.2018.061

Cited by 33 publications

(20 citation statements)

References 43 publications

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“…This is in line with further studies that indicate a positive impact of small adjustments on social presence, such as adding human images or personalized messages, to websites (Gefen and Straub 2003;Cyr et al 2009). While perceptions of humanness and social presence have been shown to positively impact desired factors, such as trustworthiness (Schroeder and Schroeder 2018), perceived competency (Araujo 2018) or authenticity (Wünderlich and Paluch 2017), the social cues at the same time foster user expectations regarding the artifact's (human-like) characteristics and behavior that need to be accounted for in the design process (Diederich et al 2019b). In the context of CA design, these perceptions of humanness and social presence often lead to expectations regarding the agent's abilities that are not in line with its capabilities (Luger and Sellen 2016).…”

Section: Social Response Theory and The Theory Of Uncanny Valleysupporting

confidence: 88%

Designing Anthropomorphic Enterprise Conversational Agents

2020

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The increasing capabilities of conversational agents (CAs) offer manifold opportunities to assist users in a variety of tasks. In an organizational context, particularly their potential to simulate a human-like interaction via natural language currently attracts attention both at the customer interface as well as for internal purposes, often in the form of chatbots. Emerging experimental studies on CAs look into the impact of anthropomorphic design elements, so-called social cues, on user perception. However, while these studies provide valuable prescriptive knowledge of selected social cues, they neglect the potential detrimental influence of the limited responsiveness of present-day conversational agents. In practice, many CAs fail to continuously provide meaningful responses in a conversation due to the open nature of natural language interaction, which negatively influences user perception and often led to CAs being discontinued in the past. Thus, designing a CA that provides a human-like interaction experience while minimizing the risks associated with limited conversational capabilities represents a substantial design problem. This study addresses the aforementioned problem by proposing and evaluating a design for a CA that offers a human-like interaction experience while mitigating negative effects due to limited responsiveness. Through the presentation of the artifact and the synthesis of prescriptive knowledge in the form of a nascent design theory for anthropomorphic enterprise CAs, this research adds to the growing knowledge base for designing humanlike assistants and supports practitioners seeking to introduce them into their organizations.

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Section: Social Response Theory and The Theory Of Uncanny Valleysupporting

confidence: 88%

Designing Anthropomorphic Enterprise Conversational Agents

2020

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“…humanness (Khashe et al, 2017;Burri, 2018;Schroeder and Schroeder, 2018). Accordingly, the chatbot used voice to interact with participants; a HTML5 Web Speech API enabled textto-speech (TTS).…”

Section: Experimental Conditionsmentioning

confidence: 99%

Effectiveness of an Empathic Chatbot in Combating Adverse Effects of Social Exclusion on Mood

2020

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From past research it is well known that social exclusion has detrimental consequences for mental health. To deal with these adverse effects, socially excluded individuals frequently turn to other humans for emotional support. While chatbots can elicit social and emotional responses on the part of the human interlocutor, their effectiveness in the context of social exclusion has not been investigated. In the present study, we examined whether an empathic chatbot can serve as a buffer against the adverse effects of social ostracism. After experiencing exclusion on social media, participants were randomly assigned to either talk with an empathetic chatbot about it (e.g., "I'm sorry that this happened to you") or a control condition where their responses were merely acknowledged (e.g., "Thank you for your feedback"). Replicating previous research, results revealed that experiences of social exclusion dampened the mood of participants. Interacting with an empathetic chatbot, however, appeared to have a mitigating impact. In particular, participants in the chatbot intervention condition reported higher mood than those in the control condition. Theoretical, methodological, and practical implications, as well as directions for future research are discussed.

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“…Perceived humanness is another relevant factor in the context of HCI. When interacting with an intelligent technological artifact such as a CA, the Poor, low diversity, few exclusive and inclusive words, many social words, many positive emotion words, few negative emotion words degree to which it is perceived as human has a positive impact on aspects like trust [51] and service encounter satisfaction [19]. Furthermore, a high degree of perceived humanness increases the degree of perceived competency in the CA [3], which in turn can improve the overall interaction.…”

Section: Social Presence and Perceived Humannessmentioning

confidence: 99%

Communicating with Machines: Conversational Agents with Personality and the Role of Extraversion

Ahmad¹,

Siemon²,

Robra-Bissantz³

2021

Proceedings of the Annual Hawaii International Conference on System Sciences

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Communication with conversational agents (CA) has become increasingly important. It therefore is crucial to understand how individuals perceive interaction with CAs and how the personality of both the CA and the human can affect the interaction experience. As personality differences are manifested in language cues, we investigate whether different language style manifestations of extraversion lead to a more anthropomorphized perception (specifically perceived humanness and social presence) of the personality bots. We examine, whether individuals rate communication satisfaction of a CA similar to their own personality as higher (law of attraction). The results of our experiment indicate that highly extraverted CAs are generally better received in terms of social presence and communication satisfaction. Further, incorporating personality into CAs increases perceived humanness. Although no significant effects could be found in regard to the law of attraction, interesting findings about ambiverts could be made. The outcomes of the experiment contribute towards designing personality-adaptive CAs.

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Trusting in Machines: How Mode of Interaction Affects Willingness to Share Personal Information with Machines

Abstract: Abstract

Cited by 33 publications

References 43 publications

Designing Anthropomorphic Enterprise Conversational Agents

Designing Anthropomorphic Enterprise Conversational Agents

Effectiveness of an Empathic Chatbot in Combating Adverse Effects of Social Exclusion on Mood

Communicating with Machines: Conversational Agents with Personality and the Role of Extraversion

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