Drivers of trust in generative AI-powered voice assistants: the role of references
File(s)
Published version
Author(s)
Widjaya, Michael A
Bermudez, Juan
Moradbakhti, Laura
Calvo, Rafael
Type
Conference Paper
Abstract
The boom in generative artificial intelligence (AI) and continuing growth of Voice Assistants (VAs) suggests their trajectories will converge. This conjecture aligns with the development of AI-driven conversational agents, aiming to utilise advance natural language processing (NLP) methods to enhance the capabilities of voice assistants. However, design guidelines for VAs prioritise maximum efficiency by advocating for the use of concise answers. This poses a conflict with the challenges around generative AI, such as inaccuracies and misinterpretation, as shorter responses may not adequately provide users with meaningful information. AI-VA systems can adapt drivers of trust formation, such as references and authorship, to improve credibility. A better understanding of user behaviour when using the system is needed to develop revised design recommendations for AI-powered VA systems. This paper reports an online survey of 256 participants residing in the U.K. and nine follow-up interviews, where user behaviour is investigated to identify drivers of trust in the context of obtaining digital information from a generative AI-based VA system. Adding references is promising as a tool for increasing trust in systems producing text, yet we found no evidence that the inclusion of references in a VA response contributed towards the perceived reliability or trust towards the system. We examine further variables driving user trust in AI-powered VA systems.
Date Issued
2023-08
Date Acceptance
2023-07-26
Citation
36th International BCS Human-Computer Interaction Conference, 2023, pp.110-119
ISSN
1477-9358
Start Page
110
End Page
119
Journal / Book Title
36th International BCS Human-Computer Interaction Conference
Copyright Statement
© Widjaya et al. Published by BCS Learning and Development Ltd. Proceedings of BCS HCI 2023, UK
License:
This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/
License:
This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/
License URL
Identifier
https://www.scienceopen.com/hosted-document?doi=10.14236/ewic/BCSHCI2023.13
Source
36th International BCS Human-Computer Interaction Conference
Subjects
Trust
Generative AI
large language models
trust drivers
voice assistants
Publication Status
Published
Start Date
2023-08-28
Finish Date
2023-08-29
Coverage Spatial
York, UK
Date Publish Online
2023-08