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Trust with increasing and decreasing reliability.

Benjamin S P Rittenberg1, Christopher W Holland1, Grace E Barnhart1

  • 1Dalhousie University, Canada.

Human Factors
|March 6, 2024
PubMed
Summary
This summary is machine-generated.

Trust in automation doesn't always match its reliability. It's hard for users to regain trust after experiencing unreliable automated systems, especially when self-confidence is high.

Keywords:
automationdecision makinghuman-automation interactionlevels of automationtrust in automation

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Area of Science:

  • Human-Computer Interaction
  • Automation and Trust Dynamics
  • Cognitive Psychology

Background:

  • Overtrust and undertrust in automated systems can negatively impact performance.
  • Understanding the temporal dynamics of trust concerning changing automation reliability is crucial.

Purpose of the Study:

  • To investigate how trust in automation evolves as its reliability increases or decreases over time.
  • To examine the relationship between task-specific self-confidence, trust, and automation reliability levels.

Main Methods:

  • Two experiments were conducted using a dominant-color identification task with automation providing recommendations.
  • Automation reliability was manipulated over 300 trials, with conditions including increasing (50% to 100%, 70% to 100%) and decreasing (100% to 50%) reliability.

Main Results:

  • Trust declined as reliability decreased, and also decreased in a group where reliability increased from 50%.
  • Increased user self-confidence amplified the effect of automation reliability on trust.
  • A group experiencing a 70% to 100% reliability increase showed enhanced trust.

Conclusions:

  • User trust in automation does not consistently mirror its actual reliability.
  • Re-establishing trust after exposure to a low-reliability system is challenging.