Trust in Smart Personal Assistants: A Systematic Literature Review and Development of a Research Agenda

Item Type Conference or Workshop Item (Paper)
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.

Authors Zierau, Naim; Engel, Christian; Söllner, Matthias & Leimeister, Jan Marco
Research Team IWI6
Language English
Subjects information management
HSG Classification contribution to scientific community
Date 2020
Event Title 15th International Conference on Wirtschaftsinformatik (WI 2020)
Event Location Potsdam, Germany
Event Dates 09.03.2020
Publisher DOI 10.30844/wi_2020_a7-zierau
Depositing User Mahei Li
Date Deposited 27 Oct 2020 11:14
Last Modified 26 Nov 2020 09:07
URI: https://www.alexandria.unisg.ch/publications/261285

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Citation

Zierau, Naim; Engel, Christian; Söllner, Matthias & Leimeister, Jan Marco: Trust in Smart Personal Assistants: A Systematic Literature Review and Development of a Research Agenda. 2020. - 15th International Conference on Wirtschaftsinformatik (WI 2020). - Potsdam, Germany.

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https://www.alexandria.unisg.ch/id/eprint/261285
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