Do We Trust in AI? Role of Anthropomorphism and Intelligence
Source of Publication
Journal of Computer Information Systems
© 2020 International Association for Computer Information Systems. AI applications are radically transforming the manner in which service providers and consumers interact. We explore how the humanness of AI applications affects consumers’ trust in these applications. Qualitative evidence collected with focus groups provides fresh insights into the roles of anthropomorphism and intelligence, as key constructs representing humanness. Our findings reveal the consumers’ perspective on the nuances of these constructs pertaining to services enabled by AI applications. It also extends current understanding of the phenomenon of the “uncanny valley,” by identifying conditions under which consumers experience discomfort and uneasiness as AI humanness increases in service environments.
Troshani, Indrit; Rao Hill, Sally; Sherman, Claire; and Arthur, Damien, "Do We Trust in AI? Role of Anthropomorphism and Intelligence" (2020). Scopus Indexed Articles. 336.