ABSTRACT

Off-the-shelf conversational agents are permeating people’s everyday lives. In these artificial intelligence devices, trust plays a key role in users’ initial adoption and successful utilization. Factors enhancing trust toward conversational agents include appearances, voice features, and communication styles. Synthesizing such work will be useful in designing evidence-based, trustworthy conversational agents appropriate for various contexts. We conducted a systematic review of the experimental studies that investigated the effect of conversational agents’ and users’ characteristics on trust. From a full-text review of 29 articles, we identified five agent design-themes affecting trust toward conversational agents: social intelligence of the agent, voice characteristics and communication style, look of the agent, non-verbal communication, and performance quality. We also found that participants’ demographic, personality, or use context moderate the effect of these themes. We discuss implications for designing trustworthy conversational agents and responsibilities around on stereotypes and social norm building through agent design.

摘要

现成的对话代理人正渗透到人们的日常生活中。在这些人工智能设备中，信任在用户的最初采用和成功使用中起着关键作用。增强对会话代理的信任的因素包括外观，语音功能和沟通方式。综合这些工作将有助于设计适用于各种情况的基于证据的，可信赖的对话代理。我们对实验研究进行了系统的回顾，该实验研究了对话主体和用户特征对信任的影响。通过对29篇文章的全文审查，我们确定了五个影响对话方信任的代理设计主题：代理的社会智能，语音特征和交流方式，代理的外观，非语言交流，和性能质量。我们还发现，参与者的人口统计特征，个性或使用环境可缓和这些主题的影响。我们讨论了设计可信赖的对话代理的含义以及通过代理设计在定型观念和社会规范建立方面的责任。