CUI@CHI 2024: Building Trust in CUIs—From Design to Deployment
Authors: 
Smit Desai, Christina Ziying Wei, Jaisie Sin, Mateusz Dubiel, 
Nima Zargham, Shashank Ahire, 
Martin Porcheron, Anastasia Kuzminykh, Minha Lee, Heloisa Candello, 
Joel E Fischer, Cosmin Munteanu, and 
Benjamin R. CowanAuthors Info & Claims
Smit Desai, Christina Ziying Wei, Jaisie Sin, Mateusz Dubiel, Nima Zargham, Shashank Ahire, Martin Porcheron, Anastasia Kuzminykh, Minha Lee, Heloisa Candello, Joel E Fischer, Cosmin Munteanu, and Benjamin R. CowanAuthors Info & ClaimsMay 2024
Article No.: 460, Pages 1 - 7
Abstract
Conversational user interfaces (CUIs) have become an everyday technology for people the world over, as well as a booming area of research. Advances in voice synthesis and the emergence of chatbots powered by large language models (LLMs), notably ChatGPT, have pushed CUIs to the forefront of human-computer interaction (HCI) research and practice. Now that these technologies enable an elemental level of usability and user experience (UX), we must turn our attention to higher-order human factors: trust and reliance. In this workshop, we aim to bring together a multidisciplinary group of researchers and practitioners invested in the next phase of CUI design. Through keynotes, presentations, and breakout sessions, we will share our knowledge, identify cutting-edge resources, and fortify an international network of CUI scholars. In particular, we will engage with the complexity of trust and reliance as attitudes and behaviours that emerge when people interact with conversational agents.
References
[1]
Shashank Ahire. 2023. Designing a Smart Speaker for Emergent Users: Human Plus AI Response. In Proceedings of the 13th Indian Conference on Human-Computer Interaction (Hyderabad, India) (IndiaHCI ’22). Association for Computing Machinery, New York, NY, USA, 67–72. https://doi.org/10.1145/3570211.3570217
[2]
Shashank Ahire, Michael Rohs, and Simon Benjamin. 2022. Ubiquitous Work Assistant: Synchronizing a Stationary and a Wearable Conversational Agent to Assist Knowledge Work. In Proceedings of the 1st Annual Meeting of the Symposium on Human-Computer Interaction for Work (Durham, NH, USA) (CHIWORK ’22). Association for Computing Machinery, New York, NY, USA, Article 3, 9 pages. https://doi.org/10.1145/3533406.3533420
[3]
Vino Avanesi, Johanna Rockstroh, Thomas Mildner, Nima Zargham, Leon Reicherts, Maximilian A. Friehs, Dimosthenis Kontogiorgos, Nina Wenig, and Rainer Malaka. 2023. From C-3PO to HAL: Opening The Discourse About The Dark Side of Multi-Modal Social Agents. In Proceedings of the 5th International Conference on Conversational User Interfaces (Eindhoven, Netherlands) (CUI ’23). Association for Computing Machinery, New York, NY, USA, Article 62, 7 pages. https://doi.org/10.1145/3571884.3597441
[4]
Tita Alissa Bach, Amna Khan, Harry Hallock, Gabriela Beltrão, and Sonia Sousa. 2022. A Systematic Literature Review of User Trust in AI-Enabled Systems: An HCI Perspective. International Journal of Human–Computer Interaction 0, 0 (2022), 1–16. https://doi.org/10.1080/10447318.2022.2138826
[5]
Mehrdad Bahrini, Nima Zargham, Johannes Pfau, Stella Lemke, Karsten Sohr, and Rainer Malaka. 2020. Good vs. Evil: Investigating the Effect of Game Premise in a Smart Home Security Educational Game. In Extended Abstracts of the 2020 Annual Symposium on Computer-Human Interaction in Play (Virtual Event, Canada) (CHI PLAY ’20). Association for Computing Machinery, New York, NY, USA, 182–187. https://doi.org/10.1145/3383668.3419887
[6]
Mehrdad Bahrini, Nima Zargham, Alexander Wolff, Dennis-Kenji Kipker, Karsten Sohr, and Rainer Malaka. 2022. It’s Long and Complicated! Enhancing One-Pager Privacy Policies in Smart Home Applications. In Nordic Human-Computer Interaction Conference (Aarhus, Denmark) (NordiCHI ’22). Association for Computing Machinery, New York, NY, USA, Article 73, 13 pages. https://doi.org/10.1145/3546155.3546657
[7]
Michael Bonfert, Nima Zargham, Florian Saade, Robert Porzel, and Rainer Malaka. 2021. An Evaluation of Visual Embodiment for Voice Assistants on Smart Displays. In CUI 2021-3rd Conference on Conversational User Interfaces. ACM, New York, NY, USA, 1–11.
[8]
Andriana Boudouraki, Joel E Fischer, Stuart Reeves, and Sean Rintel. 2023. " Being in on the Action" in Mobile Robotic Telepresence: Rethinking Presence in Hybrid Participation. In Proceedings of the 2023 ACM/IEEE International Conference on Human-Robot Interaction. 63–71.
[9]
Eugene Cho. 2019. Hey Google, Can I Ask You Something in Private?. In Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems(CHI ’19). ACM, New York, NY, USA, 258:1–258:9. https://doi.org/10.1145/3290605.3300488 event-place: Glasgow, Scotland Uk.
[10]
Minji Cho, Sang-su Lee, and Kun-Pyo Lee. 2019. Once a Kind Friend is Now a Thing: Understanding How Conversational Agents at Home are Forgotten. In Proceedings of the 2019 on Designing Interactive Systems Conference(DIS ’19). Association for Computing Machinery, New York, NY, USA, 1557–1569. https://doi.org/10.1145/3322276.3322332
[11]
Leigh Clark, Nadia Pantidi, Orla Cooney, Philip Doyle, Diego Garaialde, Justin Edwards, Brendan Spillane, Emer Gilmartin, Christine Murad, Cosmin Munteanu, 2019. What makes a good conversation? Challenges in designing truly conversational agents. In Proceedings of the 2019 CHI conference on human factors in computing systems. 1–12.
[12]
Benjamin R. Cowan, Nadia Pantidi, David Coyle, Kellie Morrissey, Peter Clarke, Sara Al-Shehri, David Earley, and Natasha Bandeira. 2017. “What can i help you with?”: infrequent users’ experiences of intelligent personal assistants. In Proceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services(MobileHCI ’17). Association for Computing Machinery, New York, NY, USA, 1–12. https://doi.org/10.1145/3098279.3098539
[13]
Smit Desai and Jessie Chin. 2023. OK Google, Let’s Learn: Using Voice User Interfaces for Informal Self-Regulated Learning of Health Topics among Younger and Older Adults. In Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems (Hamburg, Germany) (CHI ’23). Association for Computing Machinery, New York, NY, USA, Article 847, 21 pages. https://doi.org/10.1145/3544548.3581507
[14]
Smit Desai, Morgan Lundy, and Jessie Chin. 2023. “A Painless Way to Learn:” Designing an Interactive Storytelling Voice User Interface to Engage Older Adults in Informal Health Information Learning. In Proceedings of the 5th International Conference on Conversational User Interfaces (Eindhoven, Netherlands) (CUI ’23). Association for Computing Machinery, New York, NY, USA, Article 5, 16 pages. https://doi.org/10.1145/3571884.3597141
[15]
Smit Desai, Tanusree Sharma, and Pratyasha Saha. 2023. Using ChatGPT in HCI Research—A Trioethnography. In Proceedings of the 5th International Conference on Conversational User Interfaces. 1–6.
[16]
Smit Desai and Michael Twidale. 2022. Is Alexa like a computer? A search engine? A friend? A silly child? Yes. In Proceedings of the 4th Conference on Conversational User Interfaces(CUI ’22). Association for Computing Machinery, New York, NY, USA, 1–4. https://doi.org/10.1145/3543829.3544535
[17]
Smit Desai and Michael Twidale. 2023. Metaphors in Voice User Interfaces: A Slippery Fish. ACM Trans. Comput.-Hum. Interact. 30, 6, Article 89, 37 pages. https://doi.org/10.1145/3609326
[18]
Mateusz Dubiel, Alessandra Cervone, and Giuseppe Riccardi. 2019. Inquisitive mind: a conversational news companion. In Proceedings of the 1st International Conference on Conversational User Interfaces. 1–3.
[19]
Mateusz Dubiel, Sylvain Daronnat, and Luis A. Leiva. 2022. Conversational Agents Trust Calibration: A User-Centred Perspective to Design. In Proceedings of the 4th Conference on Conversational User Interfaces(CUI ’22). Association for Computing Machinery, New York, NY, USA, 1–6. https://doi.org/10.1145/3543829.3544518
[20]
Mateusz Dubiel, Martin Halvey, Pilar Oplustil Gallegos, and Simon King. 2020. Persuasive synthetic speech: Voice perception and user behaviour. In Proceedings of the 2nd Conference on Conversational User Interfaces. 1–9.
[21]
Justin Edwards and Elaheh Sanoubari. 2019. A need for trust in conversational interface research. In Proceedings of the 1st International Conference on Conversational User Interfaces(CUI ’19). Association for Computing Machinery, New York, NY, USA, 1–3. https://doi.org/10.1145/3342775.3342809
[22]
Dimosthenis Kontogiorgos, Andre Pereira, Olle Andersson, Marco Koivisto, Elena Gonzalez Rabal, Ville Vartiainen, and Joakim Gustafson. 2019. The Effects of Anthropomorphism and Non-Verbal Social Behaviour in Virtual Assistants. In Proceedings of the 19th ACM International Conference on Intelligent Virtual Agents(IVA ’19). Association for Computing Machinery, New York, NY, USA, 133–140. https://doi.org/10.1145/3308532.3329466 event-place: Paris, France.
[23]
Anastasia Kuzminykh, Jenny Sun, Nivetha Govindaraju, Jeff Avery, and Edward Lank. 2020. Genie in the Bottle: Anthropomorphized Perceptions of Conversational Agents. In Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems(CHI ’20). Association for Computing Machinery, New York, NY, USA, 1–13. https://doi.org/10.1145/3313831.3376665
[24]
Effie Lai-Chong Law, Asbjørn Følstad, Jonathan Grudin, and Björn Schuller. 2022. Conversational Agent as Trustworthy Autonomous System (Trust-CA)(Dagstuhl Seminar 21381). In Dagstuhl Reports, Vol. 11. Schloss Dagstuhl-Leibniz-Zentrum für Informatik.
[25]
John D. Lee and Katrina A. See. 2004. Trust in automation: designing for appropriate reliance. Human Factors 46, 1 (2004), 50–80. https://doi.org/10.1518/hfes.46.1.50_30392
[26]
Minha Lee, Lily Frank, Yvonne De Kort, and Wijnand IJsselsteijn. 2022. Where is Vincent? Expanding our emotional selves with AI. In Proceedings of the 4th Conference on Conversational User Interfaces(CUI ’22). Association for Computing Machinery, New York, NY, USA, 1–11. https://doi.org/10.1145/3543829.3543835
[27]
Minha Lee, Lily Frank, and Wijnand IJsselsteijn. 2021. Brokerbot: A cryptocurrency chatbot in the social-technical gap of trust. Computer Supported Cooperative Work (CSCW) 30, 1 (2021), 79–117.
[28]
Q. Vera Liao and Jennifer Wortman Vaughan. 2023. AI Transparency in the Age of LLMs: A Human-Centered Research Roadmap. arXiv:2306.01941 (Aug. 2023). https://doi.org/10.48550/arXiv.2306.01941 arXiv:2306.01941 [cs].
[29]
Ewa Luger and Abigail Sellen. 2016. “Like Having a Really Bad PA”: The Gulf between User Expectation and Experience of Conversational Agents. In Proceedings of the 2016 CHI Conference on Human Factors in Computing Systems(CHI ’16). Association for Computing Machinery, New York, NY, USA, 5286–5297. https://doi.org/10.1145/2858036.2858288
[30]
Donald McMillan, Razan Jaber, Benjamin R. Cowan, Joel E. Fischer, Bahar Irfan, Ronald Cumbal, Nima Zargham, and Minha Lee. 2023. Human-Robot Conversational Interaction (HRCI). In Companion of the 2023 ACM/IEEE International Conference on Human-Robot Interaction (Stockholm, Sweden) (HRI ’23). Association for Computing Machinery, New York, NY, USA, 923–925. https://doi.org/10.1145/3568294.3579954
[31]
Bonnie M Muir. 1987. Trust between humans and machines, and the design of decision aids. International journal of man-machine studies 27, 5-6 (1987), 527–539.
[32]
Chinasa T. Okolo, Srujana Kamath, Nicola Dell, and Aditya Vashistha. 2021. “It cannot do all of my work”: Community Health Worker Perceptions of AI-Enabled Mobile Health Applications in Rural India. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems(CHI ’21). Association for Computing Machinery, New York, NY, USA, 1–20. https://doi.org/10.1145/3411764.3445420
[33]
Claudio S. Pinhanez. 2021. Expose Uncertainty, Instill Distrust, Avoid Explanations: Towards Ethical Guidelines for AI. arXiv:2112.01281 (Nov. 2021). https://doi.org/10.48550/arXiv.2112.01281 arXiv:2112.01281 [cs].
[34]
Alisha Pradhan, Leah Findlater, and Amanda Lazar. 2019. “Phantom Friend” or “Just a Box with Information”: Personification and Ontological Categorization of Smart Speaker-based Voice Assistants by Older Adults. Proceedings of the ACM on Human-Computer Interaction 3, CSCW (Nov. 2019), 214:1–214:21. https://doi.org/10.1145/3359316
[35]
Alisha Pradhan, Amanda Lazar, and Leah Findlater. 2020. Use of intelligent voice assistants by older adults with low technology use. ACM Transactions on Computer-Human Interaction (TOCHI) 27, 4 (2020), 1–27.
[36]
Minjin Rheu, Ji Youn Shin, Wei Peng, and Jina Huh-Yoo. 2021. Systematic Review: Trust-Building Factors and Implications for Conversational Agent Design. International Journal of Human–Computer Interaction 37, 1 (Jan. 2021), 81–96. https://doi.org/10.1080/10447318.2020.1807710
[37]
Alex Sciuto, Arnita Saini, Jodi Forlizzi, and Jason I. Hong. 2018. “Hey Alexa, What’s Up?”: A Mixed-Methods Studies of In-Home Conversational Agent Usage. In Proceedings of the 2018 Designing Interactive Systems Conference(DIS ’18). ACM, New York, NY, USA, 857–868. https://doi.org/10.1145/3196709.3196772 00000 event-place: Hong Kong, China.
[38]
Jaisie Sin, Cosmin Munteanu, Numrita Ramanand, and Yi Rong Tan. 2021. VUI influencers: How the media portrays voice user interfaces for older adults. In Proceedings of the 3rd Conference on Conversational User Interfaces. 1–13.
[39]
Linda J Skitka, Kathleen L Mosier, and Mark Burdick. 1999. Does automation bias decision-making?International Journal of Human-Computer Studies 51, 5 (1999), 991–1006.
[40]
Clara Strathmann, Jessica Szczuka, and Nicole Krämer. 2020. She Talks to Me as If She Were Alive: Assessing the Social Reactions and Perceptions of Children toward Voice Assistants and Their Appraisal of the Appropriateness of These Reactions. In Proceedings of the 20th ACM International Conference on Intelligent Virtual Agents(IVA ’20). Association for Computing Machinery, New York, NY, USA. https://doi.org/10.1145/3383652.3423906 event-place: Virtual Event, Scotland, UK.
[41]
Matthias Söllner, Axel Hoffmann, and Jan Marco Leimeister. 2016. Why different trust relationships matter for information systems users. European Journal of Information Systems 25, 3 (May 2016), 274–287. https://doi.org/10.1057/ejis.2015.17
[42]
Takane Ueno, Yuto Sawa, Yeongdae Kim, Jacqueline Urakami, Hiroki Oura, and Katie Seaborn. 2022. Trust in Human-AI Interaction: Scoping Out Models, Measures, and Methods. In Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems(CHI EA ’22). Association for Computing Machinery, New York, NY, USA, 1–7. https://doi.org/10.1145/3491101.3519772
[43]
Christina Ziying Wei, Young-Ho Kim, and Anastasia Kuzminykh. 2023. The Bot on Speaking Terms: The Effects of Conversation Architecture on Perceptions of Conversational Agents. In Proceedings of the 5th International Conference on Conversational User Interfaces(CUI ’23). Association for Computing Machinery, New York, NY, USA, 1–16. https://doi.org/10.1145/3571884.3597139
[44]
Katharina Weitz, Dominik Schiller, Ruben Schlagowski, Tobias Huber, and Elisabeth André. 2019. “Do you trust me?”: Increasing User-Trust by Integrating Virtual Agents in Explainable AI Interaction Design. In Proceedings of the 19th ACM International Conference on Intelligent Virtual Agents(IVA ’19). Association for Computing Machinery, New York, NY, USA, 7–9. https://doi.org/10.1145/3308532.3329441
[45]
Katharina Weitz, Dominik Schiller, Ruben Schlagowski, Tobias Huber, and Elisabeth André. 2021. “Let me explain!”: exploring the potential of virtual agents in explainable AI interaction design. Journal on Multimodal User Interfaces 15, 2 (June 2021), 87–98. https://doi.org/10.1007/s12193-020-00332-0
[46]
Nima Zargham, Michael Bonfert, Robert Porzel, Tanja Doring, and Rainer Malaka. 2021. Multi-Agent Voice Assistants: An Investigation Of User Experience. In 20th International Conference on Mobile and Ubiquitous Multimedia (Leuven, Belgium) (MUM 2021). Association for Computing Machinery, New York, NY, USA, 98–107. https://doi.org/10.1145/3490632.3490662
[47]
Nima Zargham, Leon Reicherts, Michael Bonfert, Sarah Theres Voelkel, Johannes Schoening, Rainer Malaka, and Yvonne Rogers. 2022. Understanding Circumstances for Desirable Proactive Behaviour of Voice Assistants: The Proactivity Dilemma. In Proceedings of the 4th Conference on Conversational User Interfaces (Glasgow, United Kingdom) (CUI ’22). Association for Computing Machinery, New York, NY, USA, Article 3, 14 pages. https://doi.org/10.1145/3543829.3543834
Index Terms
- CUI@CHI 2024: Building Trust in CUIs—From Design to Deployment
Recommendations
Understanding is a Two-Way Street: User-Initiated Repair on Agent Responses and Hearing in Conversational Interfaces
CSCWAlthough methods for repairing prior turns in natural conversation are critical for enabling mutual understanding, or successful communication, these methods are seldom built into conversational user interfaces systematically. Chatbots and voice ...
Conversational Agents: Acting on the Wave of Research and Development
CHI EA '19: Extended Abstracts of the 2019 CHI Conference on Human Factors in Computing SystemsIn the last five years, work on software that interacts with people via typed or spoken natural language, called chatbots, intelligent assistants, social bots, virtual companions, non-human players, and so on, increased dramatically. Chatbots burst into ...
How to leverage anthropomorphism for chatbot service interfaces: The interplay of communication style and personification
AbstractAlthough chatbots are oftentimes used in customer service encounters, interactions are oftentimes perceived as not satisfactory. One key aspect for designing chatbots is the use of anthropomorphic design elements. In this experimental study, we ...
Highlights- Anthropomorphic design elements significantly influence social presence.
- Social presence influences trusting beliefs, empathy, and satisfaction.
- Social presence is a mediator for anthropomorphic design on chatbot satisfaction.
- ...
Comments
Information & Contributors
Information
Published In
May 2024
4761 pages
ISBN:9798400703317
DOI:10.1145/3613905
Copyright © 2024 Owner/Author.
Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for third-party components of this work must be honored. For all other uses, contact the Owner/Author.
Sponsors
Publisher
Association for Computing Machinery
New York, NY, United States
Publication History
Published: 11 May 2024
Check for updates
Author Tags
Qualifiers
- Extended-abstract
- Research
- Refereed limited
Conference
Acceptance Rates
Overall Acceptance Rate 6,164 of 23,696 submissions, 26%
Upcoming Conference
CHI PLAY '24
- Sponsor:
- sigchi
Contributors
Other Metrics
Bibliometrics & Citations
Bibliometrics
Article Metrics
- 0Total Citations
- 213Total Downloads
- Downloads (Last 12 months)213
- Downloads (Last 6 weeks)103
Other Metrics
Citations
View Options
Get Access
Login options
Check if you have access through your login credentials or your institution to get full access on this article.
Sign inFull Access
View options
View or Download as a PDF file.
PDFeReader
View online with eReader.
eReaderFull Text
View this article in Full Text.
Full TextHTML Format
View this article in HTML Format.
HTML Format