Trust and Perceived Control in Burnout Support Chatbots

Chadha Degachi; Mohammed Al Owayyed; Myrthe Lotte Tielman

doi:10.1145/3544549.3585780

Trust and Perceived Control in Burnout Support Chatbots

Chadha Degachi, Mohammed Al Owayyed, Myrthe Lotte Tielman

Research output: Chapter in Book/Conference proceedings/Edited volume › Conference contribution › Scientific › peer-review

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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.

Original language	English
Title of host publication	CHI 2023 - Extended Abstracts of the 2023 CHI Conference on Human Factors in Computing Systems
Publisher	Association for Computing Machinery (ACM)
Number of pages	10
ISBN (Electronic)	978-1-4503-9422-2
DOIs	https://doi.org/10.1145/3544549.3585780
Publication status	Published - 2023
Event	2023 CHI Conference on Human Factors in Computing Systems - Congress Center Hamburg (CCH), Hamburg, Germany Duration: 23 Apr 2023 → 28 Apr 2023 https://chi2023.acm.org/

Publication series

Name	Conference on Human Factors in Computing Systems - Proceedings

Conference

Conference	2023 CHI Conference on Human Factors in Computing Systems
Abbreviated title	CHI'23
Country/Territory	Germany
City	Hamburg
Period	23/04/23 → 28/04/23
Internet address	https://chi2023.acm.org/

Bibliographical note

Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.

Keywords

chatbots
human-in-the-loop
percieved control
trust modelling

Access to Document

10.1145/3544549.3585780

3544549.3585780Final published version, 1.23 MB

Cite this

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title = "Trust and Perceived Control in Burnout Support Chatbots",

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.",

keywords = "chatbots, human-in-the-loop, percieved control, trust modelling",

author = "Chadha Degachi and {Al Owayyed}, Mohammed and Tielman, {Myrthe Lotte}",

note = "Green Open Access added to TU Delft Institutional Repository {\textquoteleft}You share, we take care!{\textquoteright} – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public. ; 2023 CHI Conference on Human Factors in Computing Systems, CHI'23 ; Conference date: 23-04-2023 Through 28-04-2023",

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language = "English",

series = "Conference on Human Factors in Computing Systems - Proceedings",

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}

Degachi, C , Al Owayyed, M & Tielman, ML 2023, Trust and Perceived Control in Burnout Support Chatbots. in CHI 2023 - Extended Abstracts of the 2023 CHI Conference on Human Factors in Computing Systems., 295, Conference on Human Factors in Computing Systems - Proceedings, Association for Computing Machinery (ACM), 2023 CHI Conference on Human Factors in Computing Systems, Hamburg, Germany, 23/04/23. https://doi.org/10.1145/3544549.3585780

Trust and Perceived Control in Burnout Support Chatbots. / Degachi, Chadha ; Al Owayyed, Mohammed ; Tielman, Myrthe Lotte.

CHI 2023 - Extended Abstracts of the 2023 CHI Conference on Human Factors in Computing Systems. Association for Computing Machinery (ACM), 2023. 295 (Conference on Human Factors in Computing Systems - Proceedings).

Research output: Chapter in Book/Conference proceedings/Edited volume › Conference contribution › Scientific › peer-review

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N1 - Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.

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AB - 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.

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Trust and Perceived Control in Burnout Support Chatbots

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Keywords

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