The Impact of Virtual Assistant Advice on Human Trust: An Investigation in a game scenario
Abstract
This study investigated the impact of incorrect advice given by virtual assistants on people’s trust. An interactive memory game using a virtual robotic agent was developed, and a study was conducted with 25 participants. The study was divided by conditions; in some, the agent gave wrong clues about cards; in others, it gave the right ones. The results suggest that the players’ perceptions of the agent were affected by its behaviour. Also, the person’s trust towards the agent was affected first by the task itself and secondly by the agent’s behaviour being or not obstructive. The study contributes to a better understanding of how virtual assistants affect human decision-making and reliance and to the development of more engaging and interactive virtual assistants. Future research could use these findings to develop more effective virtual assistants that foster greater user trust and engagement.References
Bartneck, C., Kulić, D., Croft, E., and Zoghbi, S. (2009). Measurement instruments for the anthropomorphism, animacy, likeability, perceived intelligence, and perceived safety of robots. International journal of social robotics, 1(1):71–81.
Benbasat, I. and Wang, W. (2005). Trust in and adoption of online recommendation agents. Journal of the association for information systems, 6(3):4.
Chowanda, A., Flintham, M., Blanchfield, P., and Valstar, M. (2016). Playing with social and emotional game companions. In International Conference on Intelligent Virtual Agents, pages 85–95, Springer. Cham.
Darwin, C. and Prodger, P. (1998). The expression of the emotions in man and animals. Oxford University Press, USA.
Gass, R. H. and Seiter, J. S. (2018). Persuasion: Social influence and compliance gaining. Routledge.
Hancock, P., Billings, D., and Schaefer, K. (2011). Can you trust your robot? Ergonomics in Design: The Quarterly of Human Factors Applications, 19:24–29.
Hashemian, M., Paradeda, R., Guerra, C., and Paiva, A. (2019). Do you trust me? investigating the formation of trust in social robots. In EPIA Conference on Artificial Intelligence, pages 357–369, Springer. Cham.
Johnston, O. and Thomas, F. (1981). The illusion of life: Disney animation. Disney Editions, New York.
Moyer-Gusé, E. (2008). Toward a Theory of Entertainment Persuasion: Explaining the Persuasive Effects of Entertainment-Education Messages. Communication Theory, 18(3):407–425.
Paradeda, R. B. (2020). Personality-based Persuasion by an Interactive Social Robot Storyteller. PhD thesis, Instituto Superior Técnico, Universidade de Lisboa.
Poels, K., de Kort, Y., and Ijsselsteijn, W. (2007). D3. 3: game experience questionnaire. Ragni, M., Rudenko, A., Kuhnert, B., and Arras, K. O. (2016). Errare humanum est: Erroneous robots in human-robot interaction. In 2016 25th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN), pages 501–506.
Rosenthal-von der Pütten, A. M., Krämer, N. C., and Herrmann, J. (2018). The effects of humanlike and robot-specific affective nonverbal behavior on perception, emotion, and behavior. International Journal of Social Robotics, pages 1–14.
Salem, M., Eyssel, F., Rohlfing, K. J., Kopp, S., and Joublin, F. (2013). To err is human(-like): Effects of robot gesture on perceived anthropomorphism and likability. International Journal of Social Robotics, 5:313–323.
Shapiro, S. S. and Wilk, M. B. (1965). An analysis of variance test for normality (complete samples). Biometrika, 52(3/4):591–611.
Shiban, Y., Schelhorn, I., Jobst, V., Hörnlein, A., Puppe, F., Pauli, P., and Mühlberger, A. (2015). The appearance effect: Influences of virtual agent features on performance and motivation. Computers in Human Behavior, 49:5–11.
Torre, I., Carrigan, E., McDonnell, R., Domijan, K., McCabe, K., and Harte, N. (2019). The effect of multimodal emotional expression and agent appearance on trust in human-agent interaction. In Proceedings of the 12th ACM SIGGRAPH Conference on Motion, Interaction and Games, pages 1–6.
Türkgeldi, B., Özden, C. S., and Aydoğan, R. (2022). The effect of appearance of virtual agents in human-agent negotiation. AI, 3(3):683–701.
Yang, Y., Ma, X., and Fung, P. (2017). Perceived emotional intelligence in virtual agents. In Proceedings of the 2017 CHI Conference Extended Abstracts on Human Factors in Computing Systems, pages 2255–2262.
Benbasat, I. and Wang, W. (2005). Trust in and adoption of online recommendation agents. Journal of the association for information systems, 6(3):4.
Chowanda, A., Flintham, M., Blanchfield, P., and Valstar, M. (2016). Playing with social and emotional game companions. In International Conference on Intelligent Virtual Agents, pages 85–95, Springer. Cham.
Darwin, C. and Prodger, P. (1998). The expression of the emotions in man and animals. Oxford University Press, USA.
Gass, R. H. and Seiter, J. S. (2018). Persuasion: Social influence and compliance gaining. Routledge.
Hancock, P., Billings, D., and Schaefer, K. (2011). Can you trust your robot? Ergonomics in Design: The Quarterly of Human Factors Applications, 19:24–29.
Hashemian, M., Paradeda, R., Guerra, C., and Paiva, A. (2019). Do you trust me? investigating the formation of trust in social robots. In EPIA Conference on Artificial Intelligence, pages 357–369, Springer. Cham.
Johnston, O. and Thomas, F. (1981). The illusion of life: Disney animation. Disney Editions, New York.
Moyer-Gusé, E. (2008). Toward a Theory of Entertainment Persuasion: Explaining the Persuasive Effects of Entertainment-Education Messages. Communication Theory, 18(3):407–425.
Paradeda, R. B. (2020). Personality-based Persuasion by an Interactive Social Robot Storyteller. PhD thesis, Instituto Superior Técnico, Universidade de Lisboa.
Poels, K., de Kort, Y., and Ijsselsteijn, W. (2007). D3. 3: game experience questionnaire. Ragni, M., Rudenko, A., Kuhnert, B., and Arras, K. O. (2016). Errare humanum est: Erroneous robots in human-robot interaction. In 2016 25th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN), pages 501–506.
Rosenthal-von der Pütten, A. M., Krämer, N. C., and Herrmann, J. (2018). The effects of humanlike and robot-specific affective nonverbal behavior on perception, emotion, and behavior. International Journal of Social Robotics, pages 1–14.
Salem, M., Eyssel, F., Rohlfing, K. J., Kopp, S., and Joublin, F. (2013). To err is human(-like): Effects of robot gesture on perceived anthropomorphism and likability. International Journal of Social Robotics, 5:313–323.
Shapiro, S. S. and Wilk, M. B. (1965). An analysis of variance test for normality (complete samples). Biometrika, 52(3/4):591–611.
Shiban, Y., Schelhorn, I., Jobst, V., Hörnlein, A., Puppe, F., Pauli, P., and Mühlberger, A. (2015). The appearance effect: Influences of virtual agent features on performance and motivation. Computers in Human Behavior, 49:5–11.
Torre, I., Carrigan, E., McDonnell, R., Domijan, K., McCabe, K., and Harte, N. (2019). The effect of multimodal emotional expression and agent appearance on trust in human-agent interaction. In Proceedings of the 12th ACM SIGGRAPH Conference on Motion, Interaction and Games, pages 1–6.
Türkgeldi, B., Özden, C. S., and Aydoğan, R. (2022). The effect of appearance of virtual agents in human-agent negotiation. AI, 3(3):683–701.
Yang, Y., Ma, X., and Fung, P. (2017). Perceived emotional intelligence in virtual agents. In Proceedings of the 2017 CHI Conference Extended Abstracts on Human Factors in Computing Systems, pages 2255–2262.
Published
2023-08-06
How to Cite
PARADEDA, Raul Benites; ALVES, Álisson de Oliveira; TORRES, Daniel; NEVES, Rodrigo; LIMA, Althierfson.
The Impact of Virtual Assistant Advice on Human Trust: An Investigation in a game scenario. In: WORKSHOP ON THE IMPLICATIONS OF COMPUTING IN SOCIETY (WICS), 4. , 2023, João Pessoa/PB.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2023
.
p. 1-12.
ISSN 2763-8707.
DOI: https://doi.org/10.5753/wics.2023.229689.
