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Naim Zierau
Title
Dr.
Last Name
Zierau
First name
Naim
Email
naim.zierau@unisg.ch
Phone
+41 71 224 3237
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PublicationTrust in Smart Personal Assistants: A Systematic Literature Review and Development of a Research Agenda( 2020-03-09)
;Engel, ChristianSmart 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.Type: conference paperJournal: International Conference on Wirtschaftsinformatik (WI)