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Paper Type
Complete
Description
It is well known that trust represents a crucial success factor for the adoption of a technology. Among others, the reliability of the technology has a direct impact on the process of building trust. In the present paper, it is claimed that there is a contradiction related to the impact of reliability on building trust between former technologies and AI with its specific characteristics. Moreover, the static relationship between the process of building trust in AI and the corresponding measures, as reported in the literature, require a new approach. To close this gap, an analysis of an AI implementation and operation within an international automotive supplier was conducted. Based on 17 interviews – as main outcome – workers accept a lower level of reliability without a negative impact on the process of building trust. In order to explain and understand this finding the importance of organizational measures for trust calibration are discussed.
Paper Number
1775
Recommended Citation
Schmid, Amelie and Wiesche, Manuel, "Building Trust in AI: A new Understanding of the Role of Reliability" (2023). AMCIS 2023 Proceedings. 12.
https://aisel.aisnet.org/amcis2023/sig_aiaa/sig_aiaa/12
Building Trust in AI: A new Understanding of the Role of Reliability
It is well known that trust represents a crucial success factor for the adoption of a technology. Among others, the reliability of the technology has a direct impact on the process of building trust. In the present paper, it is claimed that there is a contradiction related to the impact of reliability on building trust between former technologies and AI with its specific characteristics. Moreover, the static relationship between the process of building trust in AI and the corresponding measures, as reported in the literature, require a new approach. To close this gap, an analysis of an AI implementation and operation within an international automotive supplier was conducted. Based on 17 interviews – as main outcome – workers accept a lower level of reliability without a negative impact on the process of building trust. In order to explain and understand this finding the importance of organizational measures for trust calibration are discussed.
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