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Contents
- Abstract
- An Integrative Model of Interpersonal Trust
- Models of Trust in AI
- Defining AI
- Trusting AI or Its Creator?
- Trust in AI: Purpose, Process, Performance, Anthropomorphism, and Other Factors
- Parallels Between Trust in AI and Interpersonal Trust
- An Integrative Model of Trust in AI
- Does AI Personalization Impact Trust?
- The Present Research
- A Design Fiction Approach to Investigate AI Chatbots
- Transparency and Openness
- Pilot Study 1: Refining the Measurement Scales
- Method
- Participants and Procedure
- Materials
- Analysis Strategy and Results
- Pilot Study 2: Pretesting the Tailored Virtual AI Manipulation
- Method
- Participants and Procedure
- Materials
- Results
- Main Study: Trust in Tailored Versus Impersonal Virtual AI
- Method
- Participants and Procedure
- Materials
- Tailored Versus Impersonal AI Manipulation
- Comprehension Checks
- Measures
- Results
- Comprehension Checks
- A Model of Trust in Virtual AI: SEM
- Tailored Versus Impersonal Virtual AI: Multiple-Group SEM
- Tailored Versus Impersonal Virtual AI: ANOVAs
- Exploratory Analyses: Does Anthropomorphism Account for Greater Intentions to Use/Willingness to Disclose to the Tailored Virtual AI?
- Exploratory SEM
- Formal Mediation Test
- General Discussion
- The Present Results
- How Well Does an Integrative Model of Trust Apply to Trust in AI?
- What Are the Differences Between Personalized and Impersonal AI?
- Limitations and Avenues for Future Research
- Implications and Conclusions
- Constraints on Generality
Figures and Tables
Abstract
The concept of trust in artificial intelligence (AI) has been gaining increasing relevance for understanding and shaping human interaction with AI systems. Despite a growing literature, there are disputes as to whether the processes of trust in AI are similar to that of interpersonal trust (i.e., in fellow humans). The aim of the present article is twofold. First, we provide a systematic test of an integrative model of trust inspired by interpersonal trust research encompassing trust, its antecedents (trustworthiness and trust propensity), and its consequences (intentions to use the AI and willingness to disclose personal information). Second, we investigate the role of AI personalization on trust and trustworthiness, considering both their mean levels and their dynamic relationships. In two pilot studies (N = 313) and one main study (N = 1,001) focusing on AI chatbots, we find that the integrative model of trust is...