Towards a Framework of Trust Determinants in People and Cognitive Assistants Interactions

Abstract

The main purpose of this research is to develop a framework of trust determinants in the interactions between people and cognitive assistants (CAs). We define CAs as new decision tools, able to provide people with high quality recommendations and help them make data-driven decisions understanding the environment around people. We also define trust as the belief of people that CAs will help them reach a desired decision. An extensive review on trust in psychology, sociology, economics and policy making, organizational science, automation, and robotics is conducted to determine the factors influence people’s trust on CAs. On the basis of this review, we develop a framework of trust determinants in people’s interaction with CAs where reliability, attractiveness, and emotional attachment positively affect the intention of people in society to use CAs. Our framework also shows that innovativeness positively moderates the intention to use CAs. Finally, in this paper, we suggest future research directions for developing and validating more concrete scales in measuring trust determinants in the interactions between people and CAs.