Do We Trust in AI? Role of Anthropomorphism and Intelligence

Author First name, Last name, Institution

Indrit Troshani, The University of Adelaide
Sally Rao Hill, The University of Adelaide
Claire Sherman, Zayed University
Damien Arthur, Zayed University

Document Type

Article

Source of Publication

Journal of Computer Information Systems

Publication Date

1-1-2020

Abstract

© 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.

DOI Link

10.1080/08874417.2020.1788473

ISSN

0887-4417

Publisher

Taylor and Francis Inc.

Last Page

11

Disciplines

Business

Keywords

AI, anthropomorphism, intelligence, service, trust

Scopus ID

85089290723

Recommended Citation

Troshani, Indrit; Rao Hill, Sally; Sherman, Claire; and Arthur, Damien, "Do We Trust in AI? Role of Anthropomorphism and Intelligence" (2020). All Works. 1311.
https://zuscholars.zu.ac.ae/works/1311

Indexed in Scopus

yes

Open Access

no