Trust and Perceived Control in Burnout Support Chatbots

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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 languageEnglish
Title of host publicationCHI 2023 - Extended Abstracts of the 2023 CHI Conference on Human Factors in Computing Systems
PublisherAssociation for Computing Machinery (ACM)
Number of pages10
ISBN (Electronic)978-1-4503-9422-2
Publication statusPublished - 2023
Event2023 CHI Conference on Human Factors in Computing Systems - Congress Center Hamburg (CCH), Hamburg, Germany
Duration: 23 Apr 202328 Apr 2023

Publication series

NameConference on Human Factors in Computing Systems - Proceedings


Conference2023 CHI Conference on Human Factors in Computing Systems
Abbreviated titleCHI'23
Internet address

Bibliographical note

Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project 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.


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

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