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

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

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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 languageEnglish
Title of host publicationProceedings of AAMAS 2022
EditorsPiotr Faliszewski, Viviana Mascardi, Catherine Pelachaud, Matthew E. Taylor
PublisherThe International Foundation for Autonomous Agents and Multiagent Systems (IFAAMAS)
Pages1944-1946
Number of pages3
ISBN (Electronic)9781713854333
ISBN (Print)978-1-4503-9213-6
Publication statusPublished - 2022
Event21st International Conference on Autonomous Agents and Multiagent Systems, AAMAS 2022 - Auckland, Virtual, New Zealand
Duration: 9 May 202213 May 2022
Conference number: 21

Publication series

NameProceedings of the International Joint Conference on Autonomous Agents and Multiagent Systems, AAMAS
Volume3
ISSN (Print)1548-8403
ISSN (Electronic)1558-2914

Conference

Conference21st International Conference on Autonomous Agents and Multiagent Systems, AAMAS 2022
Abbreviated titleAAMAS 2022
Country/TerritoryNew Zealand
CityAuckland, Virtual
Period9/05/2213/05/22

Keywords

  • Human-Agent Teaming
  • Trust
  • Trust Repair

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