A new metric scale for measuring trust towards holographic intelligent agents

Huang, Xinyu and Wild, Fridolin (2021). A new metric scale for measuring trust towards holographic intelligent agents. In: Proceedings of the 34th British HCI Workshop and Doctoral Consortium 2021, BCS Learning and Development Ltd.

DOI: https://doi.org/10.14236/ewic/hci2021-w2.2


Trust is an essential attitude in social relationships, but it also mediates our approach to certain technology. The definition of interpersonal trust, however, is too wide to expound our understanding of how trust impedes such interaction with technology, and the lack of an applicable quantifiable model in particular presents an obstacle to our quest of building reliable, trusted, and intelligent holographic agents. In this paper, we therefore develop a novel metric scale to measure trust. We identify, select, and refine over a hundred items related to trust, check their precision and validity with the help of a judges panel, and select polarising items that are able to bring out the distinctive characteristics regarding people’s trust towards intelligent agents. Our findings indicate that an assessment of trust involves looking at the user’s belief about the agent’s competence, integrity, benevolence, and compassion, which drive the attitude of trust, influenced by the user’s general propensity to trust. Trust then drives intention to engage and ultimately engagement, which, if successful, results in the establishment of a trust relationship with the agent. While we propose an item-response scale for measuring this model of trust, we also add our deliberations on how elements of it could be replaced with alternative means that possibly offer more immediacy than self-inspection, discussing in particular alternatives for measuring elements of compassion, competence, and social relationships.

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