Working with ELSA – How an Emotional Support Agent Builds Trust in Virtual Teams

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dc.contributor.authorHofeditz, Lennart
dc.contributor.authorHarbring, Mareen
dc.contributor.authorMirbabaie, Milad
dc.contributor.authorStieglitz, Stefan
dc.date.accessioned2021-12-24T17:19:30Z
dc.date.available2021-12-24T17:19:30Z
dc.date.issued2022-01-04
dc.description.abstractVirtual collaboration is an increasing part of daily life for many employees. Despite many advantages, however, virtual collaborative work can lead to a lack of trust among virtual team members, e.g., due to spatial separation and little social interaction. Previous findings indicated that emotional support provided by a conversational agent (CA) can impact human-agent trust and the perceived social presence. We developed an emotional support agent called ELSA and conducted a between-subject online experiment to examine how CAs can provide emotional support in order to increase the level of trust among colleagues in virtual teams. We found that human-agent trust positively influences the level of calculus-based trust among team members and increases team cohesion, whereas perceived anthropomorphism and social presence towards a CA seems to be less important for trust among team members.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2022.050
dc.identifier.isbn978-0-9981331-5-7
dc.identifier.urihttp://hdl.handle.net/10125/79380
dc.language.isoeng
dc.relation.ispartofProceedings of the 55th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectCollaboration with Intelligent Systems: Machines as Teammates
dc.subjectcollaboration
dc.subjectconversational agent
dc.subjecttrust
dc.subjectvirtual teams
dc.titleWorking with ELSA – How an Emotional Support Agent Builds Trust in Virtual Teams
dc.type.dcmitext

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Collaboration with Intelligent Systems: Machines as Teammates