Trust in dialogue systems

This chapter presents the results of theoretical and empirical research on the development of trustworthy dialogue systems, as well as on the influence of language understanding and processing on users’ trust in dialogue systems. In the context of the automation of corporate communication management, the following research questions are important: how to build a trustworthy bot (design aspect), how to evaluate trust in the bot (analytical aspect), and how to increase trust in the bot (management aspect). During the research, the linguistic criteria of trust evaluation towards dialogue systems were identified. The empirical study concerned the analysis of human reaction towards bots’ operations in difficult psychological situations where communication requires trust and discretion.