Paper Number

2040

Paper Type

CRP

Abstract

Eye contact is integral to social interactions among humans, signaling attention, building up trust, and ultimately driving human decision-making. As technology is advancing and robots are becoming more human-like, the question arises whether they can gain human trust and ultimately shape human decisions by human-like behavior such as making eye contact. This is especially crucial for the finance industry, where trust plays a major role and so-called robo-advisors establish themselves as a new tool for digital asset management. This research paper investigates the function of an anthropomorphic cue (eye gaze) in the context of a virtual financial advisory setting while following a 2 (averted vs. direct eye gaze) x 3 (human vs. robot-humanlike vs. robot-machinelike) experimental design (N=2,976). The results show that robots’ eye gaze significantly increase peoples’ perception of anthropomorphism, trust and satisfaction in virtual financial advisory. No impact was found on investment behavior.

Share

COinS
 
Jun 14th, 12:00 AM

The Role of Eye Contact in Human-Robot Interaction: Trust and Decision-Making in Virtual Financial Advisory

Eye contact is integral to social interactions among humans, signaling attention, building up trust, and ultimately driving human decision-making. As technology is advancing and robots are becoming more human-like, the question arises whether they can gain human trust and ultimately shape human decisions by human-like behavior such as making eye contact. This is especially crucial for the finance industry, where trust plays a major role and so-called robo-advisors establish themselves as a new tool for digital asset management. This research paper investigates the function of an anthropomorphic cue (eye gaze) in the context of a virtual financial advisory setting while following a 2 (averted vs. direct eye gaze) x 3 (human vs. robot-humanlike vs. robot-machinelike) experimental design (N=2,976). The results show that robots’ eye gaze significantly increase peoples’ perception of anthropomorphism, trust and satisfaction in virtual financial advisory. No impact was found on investment behavior.

When commenting on articles, please be friendly, welcoming, respectful and abide by the AIS eLibrary Discussion Thread Code of Conduct posted here.