Human–AI communication in initial encounters: How AI agency affects trust, liking, and chat quality evaluation

Abstract

Artificial intelligence (AI) agency plays an important role in shaping humans’ perceptions and evaluations of AI. This study seeks to conceptually differentiate AI agency from human agency and examine how AI’s agency manifested on source and language dimensions may be associated with humans’ perceptions of AI. A 2 (AI’s source autonomy: autonomous vs human-assisted) × 2 (AI’s language subjectivity: subjective vs objective) × 2 (topics: traveling vs reading) factorial design was adopted ( N = 376). The results showed autonomous AI was rated as more trustworthy, and AI using subjective language was rated as more trustworthy and likable. Autonomous AI using subjective language was rated as the most trustworthy, likable, and of the best quality. Participants’ AI literacy moderated the interaction effect of source autonomy and language subjectivity on human trust and chat quality evaluation. Results were discussed in terms of human–AI communication theories and the design and development of AI chatbots.