Domain-specific intelligent systems are meant to help system users in their decision-making process. Many systems aim to simultaneously support different users with varying levels of domain expertise, but prior domain knowledge can affect user trust and confidence in detecting system errors. While it is also known that user trust can be influenced by first impressions with intelligent systems, our research explores the relationship between ordering bias and domain expertise when encountering errors in intelligent systems. In this paper, we present a controlled user study to explore the role of domain knowledge in establishing trust and susceptibility to the influence of first impressions on user trust. Participants reviewed an explainable image classifier with a constant accuracy and two different orders of observing system errors (observing errors in the beginning of usage vs. in the end). Our findings indicate that encountering errors early-on can cause negative first impressions for domain experts, negatively impacting their trust over the course of interactions. However, encountering correct outputs early helps more knowledgable users to dynamically adjust their trust based on their observations of system performance. In contrast, novice users suffer from over-reliance due to their lack of proper knowledge to detect errors.
What Shapes User Trust in ChatGPT? A Mixed-Methods Study of User Attributes, Trust Dimensions, Task Context, and Societal Perceptions among University Students
Advancing Human-AI Complementarity: The Impact of User Expertise and Algorithmic Tuning on Joint Decision Making
Microsoft Research（微软研究院）；University of Virginia（弗吉尼亚大学）；University of Washington（华盛顿大学）；University of Michigan（密歇根大学）；Human Computation Institute（人类计算研究所）；LMU Munich（慕尼黑大学）；Western Washington University（西华盛顿大学）
Correct Yourself, Keep My Trust: How Self-Correction and Social Connection Shape Credibility in Social Chatbots
School of Computing National University of Singapore Singapore Singapore（计算学院新加坡国立大学新加坡新加坡）；Computer Science National University of Singapore Singapore Singapore（计算机科学新加坡国立大学新加坡新加坡）；National University of Singapore（新加坡国立大学）
