Communicating trust-based beliefs and decisions in human-AI teams
The impact of a real-time visual communication strategy on natural trust and overall satisfaction
E. Uleia (TU Delft - Electrical Engineering, Mathematics and Computer Science)
M.L. Tielman – Mentor (TU Delft - Interactive Intelligence)
C. Centeio Jorge – Mentor (TU Delft - Interactive Intelligence)
Ujwal Gadiraju – Graduation committee member (TU Delft - Web Information Systems)
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Abstract
Trust is essential in human-AI collaboration, influencing efficiency, safety, and overall success. Communication influences trust, and the more effective it is, the greater the resulting trust and overall satisfaction. The research question addressed is: “How does a real-time visual (RTV) communication of the mental model of the agent’s trust affect the human teammate’s trust in the agent and overall satisfaction?”. Utilizing an independent measures design, 44 participants were divided into two groups: one experiencing explicit communication of the robot’s mental model, and a control group without such communication. Participants collaborated with an AI agent in a 2D grid-based Urban Search and Rescue game. The study combined subjective measures, such as surveys and open-ended questions, with objective measures. Findings indicate that real-time visual communication did not significantly enhance trust, but it did improve overall satisfaction.