Trust is an important component of human-AI relationships and plays a major role in shaping the reliance of users on online algorithmic decision support systems. With recent advances in natural language processing, text and voice-based conversational interfaces have provided users with new ways of interacting with such systems. Despite the growing applications of conversational user interfaces (CUIs), little is currently understood about the suitability of such interfaces for decision support and how CUIs inspire trust among humans engaging with decision support systems. In this work, we aim to address this gap and answer the following question: to what extent can a conversational interface build user trust in decision support systems in comparison to a conventional graphical user interface? To this end, we built a text-based conversational interface, and a conventional web-based graphical user interface. These served as the means for users to interact with an online decision support system to help them find housing, given a fixed set of constraints. To understand how the accuracy of the decision support system moderates user behavior and trust across the two interfaces, we considered an accurate and inaccurate system. We carried out a 2 × 2 between-subjects study (N = 240) on the Prolific crowdsourcing platform. Our findings show that the conversational interface was significantly more effective in building user trust and satisfaction in the online housing recommendation system when compared to the conventional web interface. Our results highlight the potential impact of conversational interfaces for trust development in decision support systems.@en

There is a growing use of intelligent systems to support human decision-making across several domains. Trust in intelligent systems, however, is pivotal in shaping their widespread adoption. Little is currently understood about how trust in an intelligent system evolves over time and how it is mediated by the accuracy of the system. We aim to address this knowledge gap by exploring trust formation over time and its relation to system accuracy. To that end, we built an intelligent house recommendation system and carried out a longitudinal study consisting of 201 participants across 3 sessions in a week. In each session, participants were tasked with finding housing that fit a given set of constraints using a conventional web interface that reflected a typical housing search website. Participants could choose to use an intelligent decision support system to help them find the right house. Depending on the group, participants received a variation of accurate or inaccurate advice from the intelligent system throughout each session. We measured trust using a trust in automation scale at the end of each session. We found evidence suggesting that trust development is a slow process that evolves over multiple sessions, and that first impressions of the intelligent system are highly influential. Our results echo earlier research on trust formation in single session interactions, corroborating that reliability, validity, predictability, and dependability all influence trust formation. We also found that the age of the participants and their affinity with technology had an effect on their trust in the intelligent system. Our findings highlight the importance of first impressions and improvement of system accuracy for trust development. Hence, our study is an important first step in understanding trust development, breakdown of trust, and trust repair over multiple system interactions, informing improved system design.@en

Tailored motivational messages are helpful to motivate people in eHealth applications for increasing physical activity, but it is not sufficiently clear how such messages can be effectively generated in advance. We, therefore, put forward a theory-driven approach to generating tailored motivational messages for eHealth applications for behavior change, and we examine its feasibility by assessing how motivating the resulting messages are perceived. For this, we designed motivational messages with a specific structure that was based on an adaptation of an existing ontology for tailoring motivational messages in the context of physical activity. To obtain tailored messages, experts in health psychology and coaching successfully wrote messages with this structure for personas in scenarios that differed with regard to the persona’s mood, self-efficacy, and progress. Based on an experiment in which 60 participants each rated the perceived motivational impact of six generic and six tailored messages based on scenarios, we found credible support for our hypothesis that messages tailored to mood, self-efficacy, and progress are perceived as more motivating. A thematic analysis of people’s free-text responses about what they found motivating and demotivating about motivational messages further supports the use of tailored messages, as well as messages that are encouraging and empathetic, give feedback about people’s progress, and mention the benefits of physical activity. To aid future work on motivational messages, we make our motivational messages and corresponding scenarios publicly available.@en