IoT and the Smart Connected World
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Paper Type
Complete
Paper Number
2143
Description
Intelligent automation is increasingly taking over tasks that normally require substantial human experience and intuition. However, for individuals to delegate full control to applications like autonomous vehicles (AVs), they need to establish sufficient initial trust in the automation's functionality, reliability and transparency. Manufacturers and external institutions may build users' initial trust by providing structural assurance. Answering calls for a more context-specific, theoretically substantiated investigation of trust in AVs, we investigate how five different forms of structural assurance can be designed and how effective they are in trust-building: Technical, provider, legal, certifier and social protection. Extending previous, survey-based research, we conducted a choice-based conjoint experiment (n = 220). We find that external structural assurance in the form of legal and certifier protection may even outperform manufacturers' trust-building efforts. This is especially the case for some user groups, as a cluster analysis reveals individuals' heterogeneous preferences for structural assurance mechanisms.
Recommended Citation
Koester, Nils and Salge, Oliver, "Building Trust in Intelligent Automation: Insights into Structural Assurance Mechanisms for Autonomous Vehicles" (2020). ICIS 2020 Proceedings. 7.
https://aisel.aisnet.org/icis2020/iot_smart/iot_smart/7
Building Trust in Intelligent Automation: Insights into Structural Assurance Mechanisms for Autonomous Vehicles
Intelligent automation is increasingly taking over tasks that normally require substantial human experience and intuition. However, for individuals to delegate full control to applications like autonomous vehicles (AVs), they need to establish sufficient initial trust in the automation's functionality, reliability and transparency. Manufacturers and external institutions may build users' initial trust by providing structural assurance. Answering calls for a more context-specific, theoretically substantiated investigation of trust in AVs, we investigate how five different forms of structural assurance can be designed and how effective they are in trust-building: Technical, provider, legal, certifier and social protection. Extending previous, survey-based research, we conducted a choice-based conjoint experiment (n = 220). We find that external structural assurance in the form of legal and certifier protection may even outperform manufacturers' trust-building efforts. This is especially the case for some user groups, as a cluster analysis reveals individuals' heterogeneous preferences for structural assurance mechanisms.
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