Trust and Perceived Control in Burnout Support Chatbots
C. Degachi (TU Delft - Knowledge and Intelligence Design)
M. Al Owayyed (TU Delft - Interactive Intelligence)
M.L. Tielman (TU Delft - Interactive Intelligence)
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Abstract
Increased levels of user control in learning systems is commonly cited as good AI development practice. However, the evidence as to the effect of perceived control over trust in these systems is mixed. This study investigated the relationship between different trust dimensions and perceived control in postgraduate student burnout support chatbots, and modelled the moderating factors therein. We present an in-between subject controlled experiment using simulated therapy-goal learning to study the effect of perceived control (as manipulated by feedback incorporation) on perceived agent benevolence, competence, and trust. Our results showed that perceived control was moderately correlated with benevolence (r = 0.448, BF10 = 7.150), and weakly correlated with competence and trust.