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Systematic Review: Trust-Building Factors and Implications for Conversational Agent Design

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Rheu, Minjin, Shin, Ji Youn, Peng, Wei, Huh-Yoo, Jina·2021·International Journal of Human–Computer Interaction

DOI 10.1080/10447318.2020.1807710

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Abstract

Minjin Rheua*, Ji Youn Shina, Wei Penga & Jina Huh-Yooba Media and Information, Michigan State University, East Lansing, Michigan, USAb Department of Information Science, Drexel University, Philadelphia, Pennsylvania, USAMinjin Rheu is a Ph.D. candidate in the Department of Media and Information at Michigan State University. Her research delves into how specific designs or features of communication technology influences users’ motivational and cognitive processes through which people change or adopt their health and prosocial behaviors.Ji Youn Shin is a Ph.D. student in the Department of Media and Information at Michigan State University. Her research includes human-computer interaction, human-centered design, and health communication. She designs and evaluates technologies for supporting individuals’ health and wellness in various health contexts, including family caregiving and pediatric chronic illnesses.Wei Peng is a Professor in the Department of Media and Information, Michigan State University. Her research focuses on the psychological and social mechanisms of behavior change and their application in the design of interactive media for health and wellness promotion.Jina Huh-Yoo is an Assistant Professor of Human-Computer Interaction at Drexel University's College of Computing & Informatics. Her research areas include human-computer interaction, health informatics, and research ethics of health informatics technologies. She was a PI of NIH and NSF-funded projects in promoting health and wellness through consumer-facing technologies.CONTACT Minjin Rheu rheuminj@msu.edu Media and Information, Michigan State University, 404 Wilson Rd, Room 414, East Lansing, MI 48823, USAABSTRACTOff-the-shelf conversational agents are permeating people’s everyday lives. In these artificial intelligence devices, trust plays a key role in users’ initial adoption and successful utilization. Factors enhancing trust toward conversational agents include appearances, voice features, and communication styles. Synthesizing such work will be useful in designing evidence-based, trustworthy conversational agents appropriate for various contexts. We conducted a systematic review of the experimental studies that investigated the effect of conversational agents’ and users’ characteristics on trust. From a full-text review of 29 articles, we identified five agent design-themes affecting trust toward conversational agents: social intelligence of the agent, voice characteristics and communication style, look of the agent, non-verbal communication, and performance quality. We also found that participants’ demographic, personality, or use context moderate the effect of these themes. We discuss implications for designing trustworthy conversational agents and responsibilities around on stereotypes and social norm building through agent design.

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Authors: Rheu, M., Shin, J. Y., Peng, W., & Huh-Yoo, J.
Affiliations: Michigan State University (US)
Department of Information Science, Drexel University, Philadelphia, Pennsylvania, USA
Corresponding author: Rheu, Minjin
ORCID: Rheu, Minjin
Shin, Ji Youn
Peng, Wei
Venue: International Journal of Human–Computer Interaction
Publisher: Informa UK Limited
Published: 2020-09-02
Volume: 37
Issue: 1
Pages: 81-96
ISSN: 1044-7318 (ISSN-L)
1532-7590
DOI: 10.1080/10447318.2020.1807710
OpenAlex: W3082818995
Semantic Scholar: 824e392846e1b38787c39d8318d5f1e44e9a6c5b
Cited by: 360
References: 83
Citations by year: 2026: 76 · 2025: 99 · 2024: 70 · 2023: 50 · 2022: 42 · 2021: 22 · 2020: 1
FWCI: 4.66
Type: journal article
Language: en
Open access: green
figshare.com
Licence: cc-by
Locations: International Journal of Human-Computer Interaction (publishedVersion)
Figshare (submittedVersion, cc-by)
Figshare (cc-by)
Topics: Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
Physical Sciences › Computer Science › Human-Computer Interaction › Innovative Human-Technology Interaction
Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
Keywords: chatbots, trust, agent design, voice characteristics, communication styles, nonverbal communication, agent appearance, social intelligence, performance quality, user personality, demographic moderators, social norms, stereotypes, health communication, human-computer interaction

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Systematic Review: Trust-Building Factors and Implications for Conversational Agent Design

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