IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-03598766.html
   My bibliography  Save this paper

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
    as

    Download full text from publisher

    File URL: https://hal.science/hal-03598766/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Karan Sonpar & Jay Handelman & Ali Dastmalchian, 2009. "Implementing New Institutional Logics in Pioneering Organizations: The Burden of Justifying Ethical Appropriateness and rustworthiness," Journal of Business Ethics, Springer, vol. 90(3), pages 345-359, December.
    2. Jule Specht & Maike Luhmann & Christian Geiser, 2014. "On the Consistency of Personality Types Across Adulthood: Latent Profile Analysis in Two Large-Scale Panel Studies," SOEPpapers on Multidisciplinary Panel Data Research 687, DIW Berlin, The German Socio-Economic Panel (SOEP).
    3. Jonas Foehr & Claas Christian Germelmann, 2020. "Alexa, Can I Trust You? Exploring Consumer Paths to Trust in Smart Voice-Interaction Technologies," Journal of the Association for Consumer Research, University of Chicago Press, vol. 5(2), pages 181-205.
    4. Atanu Sengupta & Sanjoy De, 2020. "Review of Literature," India Studies in Business and Economics, in: Assessing Performance of Banks in India Fifty Years After Nationalization, chapter 0, pages 15-30, Springer.
    5. Sheehan, Ben & Jin, Hyun Seung & Gottlieb, Udo, 2020. "Customer service chatbots: Anthropomorphism and adoption," Journal of Business Research, Elsevier, vol. 115(C), pages 14-24.
    6. D. Harrison McKnight & Vivek Choudhury & Charles Kacmar, 2002. "Developing and Validating Trust Measures for e-Commerce: An Integrative Typology," Information Systems Research, INFORMS, vol. 13(3), pages 334-359, September.
    7. Califf, Christopher B. & Brooks, Stoney & Longstreet, Phil, 2020. "Human-like and system-like trust in the sharing economy: The role of context and humanness," Technological Forecasting and Social Change, Elsevier, vol. 154(C).
    8. Gursoy, Dogan & Chi, Oscar Hengxuan & Lu, Lu & Nunkoo, Robin, 2019. "Consumers acceptance of artificially intelligent (AI) device use in service delivery," International Journal of Information Management, Elsevier, vol. 49(C), pages 157-169.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Taoufiq Dadouch & Bouchra Bennani & Malika Haoucha, 2023. "Consumer Acceptance of Mobile Shopping Apps, From Basic Apps to AI-Conversational Apps: A Literature Review," Post-Print hal-04194657, HAL.
    2. 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.
    3. 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.
    4. 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).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. 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).
    2. Yuan, Chunlin & Zhang, Chenlei & Wang, Shuman, 2022. "Social anxiety as a moderator in consumer willingness to accept AI assistants based on utilitarian and hedonic values," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    3. Mengjun Li & Ayoung Suh, 2022. "Anthropomorphism in AI-enabled technology: A literature review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2245-2275, December.
    4. Klaus, Phil & Zaichkowsky, Judith Lynne, 2022. "The convenience of shopping via voice AI: Introducing AIDM," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    5. Rizomyliotis, Ioannis & Kastanakis, Minas N. & Giovanis, Apostolos & Konstantoulaki, Kleopatra & Kostopoulos, Ioannis, 2022. "“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment," Journal of Business Research, Elsevier, vol. 153(C), pages 329-340.
    6. Joseph A. Cazier & Benjamin B. M. Shao & Robert D. St. Louis, 2007. "Sharing information and building trust through value congruence," Information Systems Frontiers, Springer, vol. 9(5), pages 515-529, November.
    7. Cheng, Junjun & Chen, Bo & Huang, Zihang, 2023. "Collective-based ad transparency in targeted hotel advertising: Consumers’ regulatory focus underlying the crowd safety effect," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    8. José María López-Sanz & Azucena Penelas-Leguía & Pablo Gutiérrez-Rodríguez & Pedro Cuesta-Valiño, 2021. "Sustainable Development and Consumer Behavior in Rural Tourism—The Importance of Image and Loyalty for Host Communities," Sustainability, MDPI, vol. 13(9), pages 1-20, April.
    9. Ahmed Ibrahim Alzahrani & T. Ramayah & Nalini Suppiah & Osama Alfarraj & Nasser Alalwan, 2020. "Modeling Blog Usage From a Developing Country Perspective Using Structural Equation Modeling (SEM)," SAGE Open, , vol. 10(3), pages 21582440209, July.
    10. Hwang, ShinYoung & Kim Seongcheol, 2017. "What triggers the use of mIM service provider’s sequel O2O service extensions?," 14th ITS Asia-Pacific Regional Conference, Kyoto 2017: Mapping ICT into Transformation for the Next Information Society 168494, International Telecommunications Society (ITS).
    11. Cristina Blasi Casagran & Colleen Boland & Elena Sánchez-Montijano & Eva Vilà Sanchez, 2021. "The Role of Emerging Predictive IT Tools in Effective Migration Governance," Politics and Governance, Cogitatio Press, vol. 9(4), pages 133-145.
    12. Maria Maddalena Sirufo & Francesca De Pietro & Alessandra Catalogna & Lia Ginaldi & Massimo De Martinis, 2021. "The Microbiota-Bone-Allergy Interplay," IJERPH, MDPI, vol. 19(1), pages 1-14, December.
    13. Wu Li & Pengya Ai & Annette Ding, 2023. "More Than Just Numbers: How Engagement Metrics Influence User Intention to Pay for Online Knowledge Products," SAGE Open, , vol. 13(1), pages 21582440221, January.
    14. Oleh Pasko & Mykola Hordiyenko & Fuli Chen & Yarmila Tkal & Yulia Abraham, 2021. "Mapping Global Research on International Financial Reporting Standards: A Scientometric Review," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 12(3), pages 116-134, May.
    15. Nitin Walia & Mark Srite & Wendy Huddleston, 2016. "Eyeing the web interface: the influence of price, product, and personal involvement," Electronic Commerce Research, Springer, vol. 16(3), pages 297-333, September.
    16. Aubel Martin & Pikturniene Indre & Joye Yannick, 2022. "Risk Perception and Risk Behavior in Response to Service Robot Anthropomorphism in Banking," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 30(2), pages 26-42, June.
    17. Zhang, Tianyu & Dong, Peiwu & Zeng, Yongchao & Ju, Yanbing, 2022. "Analyzing the diffusion of competitive smart wearable devices: An agent-based multi-dimensional relative agreement model," Journal of Business Research, Elsevier, vol. 139(C), pages 90-105.
    18. Mario Silic & Andrea Back, 2016. "The Influence of Risk Factors in Decision-Making Process for Open Source Software Adoption," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(01), pages 151-185, January.
    19. Sebastian Molinillo & Francisco Rejón-Guardia & Rafael Anaya-Sánchez, 2023. "Exploring the antecedents of customers’ willingness to use service robots in restaurants," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 167-193, March.
    20. Arfi, Wissal Ben & Nasr, Imed Ben & Kondrateva, Galina & Hikkerova, Lubica, 2021. "The role of trust in intention to use the IoT in eHealth: Application of the modified UTAUT in a consumer context," Technological Forecasting and Social Change, Elsevier, vol. 167(C).

    More about this item

    Keywords

    Artificial intelligence; Humanness perception; Trust; Person-centered approach; Finite mixture modeling;
    All these keywords.

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-03598766. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.