To Please in a Pod: Employing an Anthropomorphic Agent-Interlocutor to Enhance Trust and User Experience in an Autonomous, Self-Driving Vehicle
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Recognising that one of the aims of conversation is to build, maintain and strengthen positive relationships with others, the study explores whether passengers in an autonomous vehicle display similar behaviour during transactions with an on-board conversational agent-interface; moreover, whether related attributes (e.g. trust) transcend to the vehicle itself. Employing a counterbalanced, within-subjects design, thirty-four participants were transported in a self-driving pod using an expansive testing arena. Participants undertook three journeys with an anthropomorphic agent-interlocutor (via Wizard-of-Oz), a voice-command interface, or a traditional touch-surface; each delivered equivalent task-related information. Results show that the agent-interlocutor was the most preferred interface, attracting the highest ratings of trust, and significantly enhancing the pleasure and sense of control over the journey experience, despite the inclusion of 'trust challenges' as part of the design. The findings can help support the design and development of in-vehicle agent-based voice interfaces to enhance trust and user experience in autonomous cars.
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People trust autonomous vehicles more when they display anthropomorphic cues (e.g., name, gender, voice), even when these superficial cues are unrelated to the underlying abilities of the vehicle.
“people trust vehicles more when they display anthropomorphic cues (e.g., name, gender, voice), even when these superficial cues are unrelated to the underlying abilities of the vehicle15–18.”
From The influence of mental state attributions on trust in large language models (2025) · cites this paper as [18]
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- Authors
- Large, D. R., Harrington, K., Burnett, G., Luton, J., Thomas, P., & Bennett, P.
- Affiliations
- University of Nottingham (GB)
- Jaguar Land Rover (United Kingdom) (GB)
- Venue
- Proceedings of the 11th International Conference on Automotive User Interfaces and Interactive Vehicular Applications
- Publisher
- ACM
- Published
- 2019-09-21
- Pages
- 49-59
- OpenAlex
- W2974669844
- Cited by
- 74
- References
- 49
- Citations by year
- 2026: 10 · 2025: 13 · 2024: 16 · 2023: 11 · 2022: 7 · 2021: 10 · 2020: 5 · 2019: 2
- FWCI
- 9.92
- Type
- conference paper
- Language
- en
- Open access
- green
- doi.org
- Locations
- International Conference on Automotive User Interfaces and Interactive Vehicular Applications (AutomotiveUI) (publishedVersion)
- Repository@Nottingham (University of Nottingham) (acceptedVersion, other-oa)
- Repository@Nottingham (University of Nottingham) (submittedVersion, cc-by)
- Funders
- Jaguar Land Rover
- Topics
- Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
- Social Sciences › Psychology › Social Psychology › Human-Automation Interaction and Safety
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Keywords
- autonomous vehicles, chatbots, in-vehicle interfaces, Wizard of Oz, speech interfaces, trust, passenger experience, perceived control, pleasure, human-agent interaction
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