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From Apology to Compensation: A Multi-level Taxonomy of Trust Reparation for Highly Automated Virtual Assistants

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Human Interaction and Emerging Technologies (IHIET 2019)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1018))

Abstract

This paper presents a multi-level taxonomy of reparation levels specifically adapted to virtual assistants in the context of Human-Human-Interaction (HHI) with a specific focus on maintaining trust in the system. This taxonomy ranges from current models of apology to the newly integrated compensation area via a range of case studies specifically developed to address the rising concerns of unsupervised interactions in the context of Virtual Assistants (VA). Based on preliminary research, the author recommends the integration of reparation strategies as a fundamental variable in the ongoing development of VAs, as this element inserts a sense of balance in terms of vulnerability between users and developers to enhance trust in the interactive process. Present and future work is being dedicated to further understand how different contexts may affect integrity in highly automated virtual assistants.

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Author information

Authors and Affiliations

  1. Department of Global Innovation Design, School of Design, Royal College of Art, London, UK

    Fernando Galdon

  2. Department of Innovation Design Engineering, School of Design, Royal College of Art, London, UK

    Stephen Jia Wang

Authors
  1. Fernando Galdon
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  2. Stephen Jia Wang
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Corresponding author

Correspondence to Fernando Galdon .

Editor information

Editors and Affiliations

  1. Institute for Advanced Systems Engineering, University of Central Florida, Orlando, FL, USA

    Tareq Ahram

  2. Université de Reims Champagne Ardenne, GRESPI, Reims, France

    Redha Taiar

  3. Laboratoire Motricité Humaine, Expertise, Sport, Santé, Université Côte d’Azur, Nice Cedex 3, France

    Serge Colson

  4. IFMK Niçois, Université Côte d’Azur, Nice Cedex 3, France

    Arnaud Choplin

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Galdon, F., Wang, S.J. (2020). From Apology to Compensation: A Multi-level Taxonomy of Trust Reparation for Highly Automated Virtual Assistants. In: Ahram, T., Taiar, R., Colson, S., Choplin, A. (eds) Human Interaction and Emerging Technologies. IHIET 2019. Advances in Intelligent Systems and Computing, vol 1018. Springer, Cham. https://doi.org/10.1007/978-3-030-25629-6_7

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  • DOI: https://doi.org/10.1007/978-3-030-25629-6_7

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-25628-9

  • Online ISBN: 978-3-030-25629-6

  • eBook Packages: EngineeringEngineering (R0)

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