Sonia Sousa

Tita Alissa Bach, Amna Khan, Harry Hallock et al.

User trust in Artificial Intelligence (AI) enabled systems has been increasingly recognized and proven as a key element to fostering adoption. It has been suggested that AI-enabled systems must go beyond technical-centric approaches and towards embracing a more human centric approach, a core principle of the human-computer interaction (HCI) field. This review aims to provide an overview of the user trust definitions, influencing factors, and measurement methods from 23 empirical studies to gather insight for future technical and design strategies, research, and initiatives to calibrate the user AI relationship. The findings confirm that there is more than one way to define trust. Selecting the most appropriate trust definition to depict user trust in a specific context should be the focus instead of comparing definitions. User trust in AI-enabled systems is found to be influenced by three main themes, namely socio-ethical considerations, technical and design features, and user characteristics. User characteristics dominate the findings, reinforcing the importance of user involvement from development through to monitoring of AI enabled systems. In conclusion, user trust needs to be addressed directly in every context where AI-enabled systems are being used or discussed. In addition, calibrating the user-AI relationship requires finding the optimal balance that works for not only the user but also the system.

Gabriela Beltrão, Debora F. de Souza, Sonia Sousa et al.

The role of trust within Human-Computer Interaction is being redefined. With the increasing omnipresence, autonomy, and opacity of technology, users often struggle to understand the capabilities and limitations of systems. In this article, we present the results of an empirical study designed to provide a practical, evidence-based interpretation of trust propensity assessment using the Human-Computer Trust Scale (HCTS). We outline the process used to develop a guideline for interpreting the instrument's results and explain the rationale for our decisions, advocating for calibrating trust in technology within HCI. Our findings demonstrate that the HCTS is a promising tool for conducting an initial evaluation of propensity to trust, but that such an assessment requires reflection and interpretation that should be considered within the context of the interaction.

Sonia Sousa, Jose Cravino, Paulo Martins

The Internet revolution in 1990, followed by the data-driven and information revolution, has transformed the world as we know it. Nowadays, what seam to be 10 to 20 years ago, a science fiction idea (i.e., machines dominating the world) is seen as possible. This revolution also brought a need for new regulatory practices where user trust and artificial Intelligence (AI) discourse has a central role. This work aims to clarify some misconceptions about user trust in AI discourse and fight the tendency to design vulnerable interactions that lead to further breaches of trust, both real and perceived. Findings illustrate the lack of clarity in understanding user trust and its effects on computer science, especially in measuring user trust characteristics. It argues for clarifying those notions to avoid possible trust gaps and misinterpretations in AI adoption and appropriation.

Sonia Sousa, Jose Cravino, Paulo Martins et al.

The rationale of this work is based on the current user trust discourse of Artificial Intelligence (AI). We aim to produce novel HCI approaches that use trust as a facilitator for the uptake (or appropriation) of current technologies. We propose a framework (HCTFrame) to guide non-experts to unlock the full potential of user trust in AI design. Results derived from a data triangulation of findings from three literature reviews demystify some misconceptions of user trust in computer science and AI discourse, and three case studies are conducted to assess the effectiveness of a psychometric scale in mapping potential users' trust breakdowns and concerns. This work primarily contributes to the fight against the tendency to design technical-centered vulnerable interactions, which can eventually lead to additional real and perceived breaches of trust. The proposed framework can be used to guide system designers on how to map and define user trust and the socioethical and organisational needs and characteristics of AI system design. It can also guide AI system designers on how to develop a prototype and operationalise a solution that meets user trust requirements. The article ends by providing some user research tools that can be employed to measure users' trust intentions and behaviours towards a proposed solution.