From apology to compensation: A multi-level taxonomy of trust reparation for highly automated virtual assistants

Fernando Galdon, Stephen Jia Wang

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic researchpeer-review

Abstract

This paper presents a multi-level taxonomy of reparation levels specifically adapted to virtual assistants in the context of Human-Human-Interaction (HHI) with a specific focus on maintaining trust in the system. This taxonomy ranges from current models of apology to the newly integrated compensation area via a range of case studies specifically developed to address the rising concerns of unsupervised interactions in the context of Virtual Assistants (VA). Based on preliminary research, the author recommends the integration of reparation strategies as a fundamental variable in the ongoing development of VAs, as this element inserts a sense of balance in terms of vulnerability between users and developers to enhance trust in the interactive process. Present and future work is being dedicated to further understand how different contexts may affect integrity in highly automated virtual assistants.

Original languageEnglish
Title of host publicationHuman Interaction and Emerging Technologies - Proceedings of the 1st International Conference on Human Interaction and Emerging Technologies, IHIET 2019
EditorsTareq Ahram, Redha Taiar, Serge Colson, Arnaud Choplin
PublisherSpringer-Verlag
Pages42-46
Number of pages5
ISBN (Print)9783030256289
DOIs
Publication statusPublished - 1 Jan 2020
Externally publishedYes
Event1st International Conference on Human Interaction and Emerging Technologies, IHIET 2019 - Nice, France
Duration: 22 Aug 201924 Aug 2019

Publication series

NameAdvances in Intelligent Systems and Computing
Volume1018
ISSN (Print)2194-5357
ISSN (Electronic)2194-5365

Conference

Conference1st International Conference on Human Interaction and Emerging Technologies, IHIET 2019
CountryFrance
CityNice
Period22/08/1924/08/19

Keywords

  • Automation
  • Autonomy
  • Highly automated systems
  • Human factors
  • Human-systems integration
  • Reparation strategies
  • Systems engineering
  • Trust
  • Virtual assistant

ASJC Scopus subject areas

  • Control and Systems Engineering
  • Computer Science(all)

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