Brains or Beauty

Beste F. Yuksel · Penny Collisson · Mary P. Czerwinski

63 citations0/0 files storedACM Transactions on Internet Technology

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Social Robot Interaction and HRI Usability and User Interface Design AI in Service Interactions

Abstract

Software-based agents are becoming increasingly ubiquitous and automated. However, current technology and algorithms are still fallible, which considerably affects users’ trust and interaction with such agents. In this article, we investigate two factors that can engender user trust in agents: reliability and attractiveness of agents. We show that agent reliability is not more important than agent attractiveness. Subjective user ratings of agent trust and perceived accuracy suggest that attractiveness may be even more important than reliability.

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1997The media equation: how people treat computers, television, and new media like real people and places 1985Trust as a Social Reality 2000Machines and Mindlessness: Social Responses to Computers 1972What is beautiful is good.2014Algorithm Aversion: People Erroneously Avoid Algorithms after Seeing Them Err 1985Trust in close relationships.1994Agents that reduce work and information overload 1991What is beautiful is good, but . . .: A meta-analytic review of research on the physical attractiveness stereotype.

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2019Predictive model to assess user trust

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