Trust repair in human-agent teams: the effectiveness of explanations and expressing regret

E.S. Kox; J.H. Kerstholt; T.F. Hueting; P.W. de Vries

Trust repair in human-agent teams: the effectiveness of explanations and expressing regret

E.S. Kox, J.H. Kerstholt, T.F. Hueting, P.W. de Vries

Psychology of Conflict, Risk and Safety

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

1 Citation (Scopus)

80 Downloads (Pure)

Abstract

Trust is a fundamental aspect of teamwork in Human-Agent Teams (HATs). Trust violations are an inevitable aspect of the cycle of trust, so effective trust repair strategies are needed to ensure durable and successful team performance. This study explores the effectiveness of four trust repair strategies. In a first-person shooter resembling HAT task, a trust violation was provoked when the robotic agent failed to detect an approaching enemy. After this, the agent offered an apology composed of an explanation and/or an expression of regret (either one alone, both or neither). Our results indicated that expressing regret was crucial for effective trust repair, and that trust repair was most effective when the apology contained both components.

Original language	English
Title of host publication	Proceedings of AAMAS 2022
Editors	Piotr Faliszewski, Viviana Mascardi, Catherine Pelachaud, Matthew E. Taylor
Publisher	The International Foundation for Autonomous Agents and Multiagent Systems (IFAAMAS)
Pages	1944-1946
Number of pages	3
ISBN (Electronic)	9781713854333
ISBN (Print)	978-1-4503-9213-6
Publication status	Published - 2022
Event	21st International Conference on Autonomous Agents and Multiagent Systems, AAMAS 2022 - Auckland, Virtual, New Zealand Duration: 9 May 2022 → 13 May 2022 Conference number: 21

Publication series

Name	Proceedings of the International Joint Conference on Autonomous Agents and Multiagent Systems, AAMAS
Volume	3
ISSN (Print)	1548-8403
ISSN (Electronic)	1558-2914

Conference

Conference	21st International Conference on Autonomous Agents and Multiagent Systems, AAMAS 2022
Abbreviated title	AAMAS 2022
Country/Territory	New Zealand
City	Auckland, Virtual
Period	9/05/22 → 13/05/22

Keywords

Human-Agent Teaming
Trust
Trust Repair

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Kox, E. S., Kerstholt, J. H., Hueting, T. F., & de Vries, P. W. (2022). Trust repair in human-agent teams: the effectiveness of explanations and expressing regret. In P. Faliszewski, V. Mascardi, C. Pelachaud, & M. E. Taylor (Eds.), Proceedings of AAMAS 2022 (pp. 1944-1946). (Proceedings of the International Joint Conference on Autonomous Agents and Multiagent Systems, AAMAS; Vol. 3). The International Foundation for Autonomous Agents and Multiagent Systems (IFAAMAS).

Kox, E.S. ; Kerstholt, J.H. ; Hueting, T.F. et al. / Trust repair in human-agent teams : the effectiveness of explanations and expressing regret. Proceedings of AAMAS 2022. editor / Piotr Faliszewski ; Viviana Mascardi ; Catherine Pelachaud ; Matthew E. Taylor. The International Foundation for Autonomous Agents and Multiagent Systems (IFAAMAS), 2022. pp. 1944-1946 (Proceedings of the International Joint Conference on Autonomous Agents and Multiagent Systems, AAMAS).

@inproceedings{45f29b68494a4c13a5d1ba681a4f523b,

title = "Trust repair in human-agent teams: the effectiveness of explanations and expressing regret",

abstract = "Trust is a fundamental aspect of teamwork in Human-Agent Teams (HATs). Trust violations are an inevitable aspect of the cycle of trust, so effective trust repair strategies are needed to ensure durable and successful team performance. This study explores the effectiveness of four trust repair strategies. In a first-person shooter resembling HAT task, a trust violation was provoked when the robotic agent failed to detect an approaching enemy. After this, the agent offered an apology composed of an explanation and/or an expression of regret (either one alone, both or neither). Our results indicated that expressing regret was crucial for effective trust repair, and that trust repair was most effective when the apology contained both components.",

keywords = "Human-Agent Teaming, Trust, Trust Repair",

author = "E.S. Kox and J.H. Kerstholt and T.F. Hueting and {de Vries}, P.W.",

note = "Funding Information: Please read the journal version of this article for more details. This material is based upon work supported by the Dutch Ministry of Defense{\textquoteright}s exploratory research program Publisher Copyright: {\textcopyright} 2022 International Foundation for Autonomous Agents and Multiagent Systems (www.ifaamas.org). All rights reserved.; 21st International Conference on Autonomous Agents and Multiagent Systems, AAMAS 2022, AAMAS 2022 ; Conference date: 09-05-2022 Through 13-05-2022",

year = "2022",

language = "English",

isbn = "978-1-4503-9213-6",

series = "Proceedings of the International Joint Conference on Autonomous Agents and Multiagent Systems, AAMAS",

publisher = "The International Foundation for Autonomous Agents and Multiagent Systems (IFAAMAS)",

pages = "1944--1946",

editor = "Piotr Faliszewski and Viviana Mascardi and Catherine Pelachaud and Taylor, {Matthew E.}",

booktitle = "Proceedings of AAMAS 2022",

}

Kox, ES, Kerstholt, JH, Hueting, TF & de Vries, PW 2022, Trust repair in human-agent teams: the effectiveness of explanations and expressing regret. in P Faliszewski, V Mascardi, C Pelachaud & ME Taylor (eds), Proceedings of AAMAS 2022. Proceedings of the International Joint Conference on Autonomous Agents and Multiagent Systems, AAMAS, vol. 3, The International Foundation for Autonomous Agents and Multiagent Systems (IFAAMAS), pp. 1944-1946, 21st International Conference on Autonomous Agents and Multiagent Systems, AAMAS 2022, Auckland, Virtual, New Zealand, 9/05/22.

Trust repair in human-agent teams: the effectiveness of explanations and expressing regret. / Kox, E.S.; Kerstholt, J.H.; Hueting, T.F. et al.
Proceedings of AAMAS 2022. ed. / Piotr Faliszewski; Viviana Mascardi; Catherine Pelachaud; Matthew E. Taylor. The International Foundation for Autonomous Agents and Multiagent Systems (IFAAMAS), 2022. p. 1944-1946 (Proceedings of the International Joint Conference on Autonomous Agents and Multiagent Systems, AAMAS; Vol. 3).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

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T2 - 21st International Conference on Autonomous Agents and Multiagent Systems, AAMAS 2022

AU - Kox, E.S.

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N2 - Trust is a fundamental aspect of teamwork in Human-Agent Teams (HATs). Trust violations are an inevitable aspect of the cycle of trust, so effective trust repair strategies are needed to ensure durable and successful team performance. This study explores the effectiveness of four trust repair strategies. In a first-person shooter resembling HAT task, a trust violation was provoked when the robotic agent failed to detect an approaching enemy. After this, the agent offered an apology composed of an explanation and/or an expression of regret (either one alone, both or neither). Our results indicated that expressing regret was crucial for effective trust repair, and that trust repair was most effective when the apology contained both components.

AB - Trust is a fundamental aspect of teamwork in Human-Agent Teams (HATs). Trust violations are an inevitable aspect of the cycle of trust, so effective trust repair strategies are needed to ensure durable and successful team performance. This study explores the effectiveness of four trust repair strategies. In a first-person shooter resembling HAT task, a trust violation was provoked when the robotic agent failed to detect an approaching enemy. After this, the agent offered an apology composed of an explanation and/or an expression of regret (either one alone, both or neither). Our results indicated that expressing regret was crucial for effective trust repair, and that trust repair was most effective when the apology contained both components.

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BT - Proceedings of AAMAS 2022

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Kox ES, Kerstholt JH, Hueting TF, de Vries PW. Trust repair in human-agent teams: the effectiveness of explanations and expressing regret. In Faliszewski P, Mascardi V, Pelachaud C, Taylor ME, editors, Proceedings of AAMAS 2022. The International Foundation for Autonomous Agents and Multiagent Systems (IFAAMAS). 2022. p. 1944-1946. (Proceedings of the International Joint Conference on Autonomous Agents and Multiagent Systems, AAMAS).

Trust repair in human-agent teams: the effectiveness of explanations and expressing regret

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Keywords

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