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Dual humanness and trust in conversational AI : A person-centered approach

Author

Listed:
  • Peng Hu

    (EM - EMLyon Business School)

  • Yaobin Lu
  • Yeming Gong

Abstract

Conversational Artificial Intelligence (AI) is digital agents that interact with users by natural language. To advance the understanding of trust in conversational AI, this study focused on two humanness factors manifested by conversational AI: speaking and listening. First, we explored users' heterogeneous perception patterns based on the two humanness factors. Next, we examined how this heterogeneity relates to trust in conversational AI. A two-stage survey was conducted to collect data. Latent profile analysis revealed three distinct patterns: para-human perception, para-machine perception, and asymmetric perception. Finite mixture modeling demonstrated that the benefit of humanizing AI's voice for competence-related trust can evaporate once AI's language understanding is perceived as poor. Interestingly, the asymmetry between humanness perceptions in speaking and listening can impede morality-related trust. By adopting a person-centered approach to address the relationship between dual humanness and user trust, this study contributes to the literature on trust in conversational AI and the practice of trust-inducing AI design.

Suggested Citation

  • Peng Hu & Yaobin Lu & Yeming Gong, 2021. "Dual humanness and trust in conversational AI : A person-centered approach," Post-Print hal-03598766, HAL.
    • Handle: RePEc:hal:journl:hal-03598766
    Note: View the original document on HAL open archive server: https://hal.science/hal-03598766
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    Cited by:

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    2. Kayeser Fatima, Johra & Khan, Md Irfanuzzaman & Bahmannia, Somayeh & Chatrath, Sarvjeet Kaur & Dale, Naomi F. & Johns, Raechel, 2024. "Rapport with a chatbot? The underlying role of anthropomorphism in socio-cognitive perceptions of rapport and e-word of mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    3. Marikyan, Davit & Papagiannidis, Savvas & Rana, Omer F. & Ranjan, Rajiv & Morgan, Graham, 2022. "“Alexa, let’s talk about my productivity”: The impact of digital assistants on work productivity," Journal of Business Research, Elsevier, vol. 142(C), pages 572-584.
    4. Popa Radu-Ioan, 2023. "Human centricity and technology advances research in social sciences: A literature insight on artificial intelligence," Social Change Review, Sciendo, vol. 21(1), pages 56-76, December.
    5. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).

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    Keywords

    Artificial intelligence; Humanness perception; Trust; Person-centered approach; Finite mixture modeling;
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