Date
2020Metadata
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Konferenzveröffentlichung
Trust in Smart Personal Assistants: A Systematic Literature Review and Development of a Research Agenda
Abstract
Smart Personal Assistants (SPA) fundamentally influence the way individuals perform tasks, use services and interact with organizations. They thus bear an immense economic and societal potential. However, a lack of trust - rooted in perceptions of uncertainty and risk - when interacting with intelligent computer agents can inhibit their adoption. In this paper, we conduct a systematic literature review to investigate the state of knowledge on trust in SPAs. Based on a concept-centric analysis of 50 papers, we derive three distinct research perspectives that constitute this nascent field: user interface-driven, interaction-driven, and explanation-driven trust in SPAs. Building on the results of our analysis, we develop a research agenda to spark and guide future research surrounding trust in SPAs. Ultimately, this paper intends to contribute to the body of knowledge of trust in artificial intelligence-based systems, specifically SPAs. It does so by proposing a novel framework mapping out their relationship.
Citation
@inproceedings{doi:10.17170/kobra-202010231997,
author={Zierau, Naim and Engel, Christian and Söllner, Matthias and Leimeister, Jan Marco},
title={Trust in Smart Personal Assistants: A Systematic Literature Review and Development of a Research Agenda},
booktitle={Entwicklungen, Chancen und Herausforderungen der Digitalisierung. Band 1: Proceedings der 15. Internationalen Tagung Wirtschaftsinformatik 2020},
year={2020}
}
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3000 Zierau, Naim
3010 Engel, Christian
3010 Söllner, Matthias
3010 Leimeister, Jan Marco
4000 Trust in Smart Personal Assistants: A Systematic Literature Review and Development of a Research Agenda / Zierau, Naim
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5550 {{Computerunterstütztes Lernen}}
5550 {{Vertrauen}}
5550 {{Forschungsplanung}}
7136 ##0##http://hdl.handle.net/123456789/11902
<resource xsi:schemaLocation="http://datacite.org/schema/kernel-2.2 http://schema.datacite.org/meta/kernel-2.2/metadata.xsd"> 2020-10-28T10:41:34Z 2020-10-28T10:41:34Z 2020 doi:10.17170/kobra-202010231997 http://hdl.handle.net/123456789/11902 eng GITO Verlag Urheberrechtlich geschützt https://rightsstatements.org/page/InC/1.0/ trust smart personal assistant conversational agent literature review research agenda 300 Trust in Smart Personal Assistants: A Systematic Literature Review and Development of a Research Agenda Konferenzveröffentlichung Smart Personal Assistants (SPA) fundamentally influence the way individuals perform tasks, use services and interact with organizations. They thus bear an immense economic and societal potential. However, a lack of trust - rooted in perceptions of uncertainty and risk - when interacting with intelligent computer agents can inhibit their adoption. In this paper, we conduct a systematic literature review to investigate the state of knowledge on trust in SPAs. Based on a concept-centric analysis of 50 papers, we derive three distinct research perspectives that constitute this nascent field: user interface-driven, interaction-driven, and explanation-driven trust in SPAs. Building on the results of our analysis, we develop a research agenda to spark and guide future research surrounding trust in SPAs. Ultimately, this paper intends to contribute to the body of knowledge of trust in artificial intelligence-based systems, specifically SPAs. It does so by proposing a novel framework mapping out their relationship. open access Zierau, Naim Engel, Christian Söllner, Matthias Leimeister, Jan Marco Berlin doi:10.30844/wi_2020_a7-zierau Computerunterstütztes Lernen Vertrauen Forschungsplanung publishedVersion 2020-03 Potsdam Entwicklungen, Chancen und Herausforderungen der Digitalisierung. Band 1: Proceedings der 15. Internationalen Tagung Wirtschaftsinformatik 2020 Gronau, Norbert Heine, Moreen Krasnova, Hanna Pousttchi, Key ISBN 978-3-95545-335-0 99-114 false 15. Internationalen Tagung Wirtschaftsinformatik 2020 </resource>
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