Impacts of Personal Characteristics on User Trust in Conversational Recommender Systems

Wanling Cai, Yucheng Jin, Li Chen

Research output: Chapter in book/report/conference proceedingConference contributionpeer-review

Abstract

Conversational recommender systems (CRSs) imitate human advisors to assist users in finding items through conversations and have recently gained increasing attention in domains such as media and e-commerce. Like in human communication, building trust in human-agent communication is essential given its significant influence on user behavior. However, inspiring user trust in CRSs with a "one-size-fits-all"design is difficult, as individual users may have their own expectations for conversational interactions (e.g., who, user or system, takes the initiative), which are potentially related to their personal characteristics. In this study, we investigated the impacts of three personal characteristics, namely personality traits, trust propensity, and domain knowledge, on user trust in two types of text-based CRSs, i.e., user-initiative and mixed-initiative. Our between-subjects user study (N=148) revealed that users' trust propensity and domain knowledge positively influenced their trust in CRSs, and that users with high conscientiousness tended to trust the mixed-initiative system.

Original languageEnglish
Title of host publicationCHI '22: Proceedings of the 2022 CHI Conference on Human Factors in Computing Systems
PublisherAssociation for Computing Machinery (ACM)
Number of pages14
ISBN (Print)9781450391573
DOIs
Publication statusPublished - Apr 2022
Event2022 CHI Conference on Human Factors in Computing Systems, CHI 2022 - New Orleans, LA, United States
Duration: 30 Apr 20225 May 2022
https://chi2022.acm.org/
https://dl.acm.org/doi/proceedings/10.1145/3491102

Publication series

NameProceedings of the CHI Conference on Human Factors in Computing Systems

Conference

Conference2022 CHI Conference on Human Factors in Computing Systems, CHI 2022
Country/TerritoryUnited States
CityNew Orleans, LA
Period30/04/225/05/22
Internet address

Scopus Subject Areas

  • Software
  • Human-Computer Interaction
  • Computer Graphics and Computer-Aided Design

User-Defined Keywords

  • Conversational recommender systems
  • mixed-initiative interaction
  • personal characteristics
  • trust

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