The impact of perceived robotic intelligence on trust and attitude
Amy Wong, Jimmy Wong · 2024
Intelligent robotic agents are increasingly ubiquitous, especially in the service industry. As the deployment of intelligent agents continues to rise in frontline settings, the need to understand how users perceive these agents, form expectations of trust and attitude, become meaningful to effectively predict decision-making and enhance understanding of human-robot interactions (HRI)s. Utilizing a fieldwork approach, this study investigates the relationships between perceived intelligence, trust, and attitude. The findings show the importance of awareness and actuation in predicting both trust in robotic service agents and positive attitude toward HRI. Moreover, connectivity affects trust while dynamism impacts attitude. These findings contribute to existing knowledge regarding HRIs and offer valuable insights for firms that deploy robotic service agents in frontline settings.