A Need for Trust in Conversational Interface Research
This work tackles the problem of inconsistent trust frameworks for researchers and developers in conversational AI, but it is incremental as it synthesizes prior work without new empirical results.
The paper addresses the lack of consensus on defining and measuring trust in conversational interfaces, such as social robots and assistants, by reviewing existing dimensions and measurement approaches to advance discussion in the field.
Across several branches of conversational interaction research including interactions with social robots, embodied agents, and conversational assistants, users have identified trust as a critical part of those interactions. Nevertheless, there is little agreement on what trust means within these sort of interactions or how trust can be measured. In this paper, we explore some of the dimensions of trust as it has been understood in previous work and we outline some of the ways trust has been measured in the hopes of furthering discussion of the concept across the field.