# CUI@CHI 2024: Building Trust in CUIs — From Design to Deployment

Smit Desai<EMAIL_ADDRESS>University of Illinois at Urbana-
ChampaignUrbana-ChampaignUSA ,  Christina Wei<EMAIL_ADDRESS>0000-0001-6046-7938 University of TorontoTorontoCanada ,  Jaisie Sin
<EMAIL_ADDRESS>University of British ColumbiaTorontoCanada ,  Mateusz
Dubiel<EMAIL_ADDRESS>0000-0001-8250-3370 University of
LuxembourgEsch-sur-AlzetteLuxembourg ,  Nima Zargham<EMAIL_ADDRESS>0000-0003-4116-0601 Digital Media Lab, University of BremenBremenGermany ,
Shashank Ahire<EMAIL_ADDRESS>Leibniz
UniversityHannoverGermany ,  Martin Porcheron<EMAIL_ADDRESS>0000-0003-3814-7174 Bold InsightLondonUK ,  Anastasia Kuzminkyh
<EMAIL_ADDRESS>University of TorontoTorontoCanada ,  Minha
Lee<EMAIL_ADDRESS>Eindhoven University of TechnologyEindhovenThe Netherlands ,
Heloisa Candello<EMAIL_ADDRESS>IBM ResearchSão PauloBrazil ,
Joel Fischer<EMAIL_ADDRESS>University of
NottinghamNottinghamUK ,  Cosmin Munteanu<EMAIL_ADDRESS>University of
WaterlooWaterlooCanada and  Benjamin R Cowan<EMAIL_ADDRESS>University
College DublinDublinIreland

(2024)

###### Abstract.

Conversational user interfaces (CUIs) have become an everyday technology for
people the world over, as well as a booming area of research. Advances in
voice synthesis and the emergence of chatbots powered by large language models
(LLMs), notably ChatGPT, have pushed CUIs to the forefront of human-computer
interaction (HCI) research and practice. Now that these technologies enable an
elemental level of usability and user experience (UX), we must turn our
attention to higher-order human factors: trust and reliance. In this workshop,
we aim to bring together a multidisciplinary group of researchers and
practitioners invested in the next phase of CUI design. Through keynotes,
presentations, and breakout sessions, we will share our knowledge, identify
cutting-edge resources, and fortify an international network of CUI scholars.
In particular, we will engage with the complexity of trust and reliance as
attitudes and behaviours that emerge when people interact with conversational
agents.

conversational user interfaces, chatbots, conversational agents, voice
assistants, conversational AI, trust, reliance

††copyright: acmcopyright††journalyear: 2024††doi:
10.1145/3613905.3636287††conference: Extended Abstracts of the CHI Conference
on Human Factors in Computing Systems; May 11–16, 2024; Honolulu, HI,
USA††isbn: 979-8-4007-0331-7/24/05††ccs: Human-centered computing HCI theory,
concepts and models††ccs: Human-centered computing HCI design and evaluation
methods††ccs: Human-centered computing Natural language interfaces

##  1\. Motivation

Conversational User Interfaces (CUIs), such as virtual assistants like Apple
Siri and Amazon Alexa, alongside Large Language Models (LLMs) like OpenAI’s
ChatGPT and Google Bard, are steadily becoming integral to our daily routines.
Users engage in a wide range of activities with these technologies, from
setting reminders and shopping online to seeking information and having casual
conversations (Sciuto et al., 2018). Regardless of the type of
interaction—transactional or social—it necessitates the establishment of trust
(Rheu et al., 2021). This trust is paramount because it not only ensures the
accuracy and reliability of information and services but also influences how
comfortable users feel when sharing personal data or forging deep connections
with these AI-powered systems (Dubiel et al., 2022). In this workshop, our
main goal is to unite dedicated researchers from the CHI community for an in-
depth exploration of CUIs from a trust perspective. We will delve into the
unique nuances of trust within CUIs, addressing open questions and charting
the course for future developments in this evolving landscape.

Despite trust being crucial in the adoption and continued use of automated
systems (Rheu et al., 2021; Sin et al., 2021; Pradhan et al., 2020; Muir,
1987), it is understudied in CUI, as exemplified by calls for research in
CUI’19 (Edwards and Sanoubari, 2019) and again in CUI’22 (Dubiel et al.,
2022). This lack of research is perhaps most evident in the opacity associated
with the fundamental nature of trust, and specifically its conceptualization
(Law et al., 2022). While the term ‘trust’ finds frequent usage within HCI
(Bach et al., 2022) and the more specialized literature on CUIs (Edwards and
Sanoubari, 2019; Dubiel et al., 2022; Wei et al., 2023; Lee et al., 2021), a
clear and generally accepted definition within this context remains elusive.
In CUIs, trust can manifest in diverse ways: (1) it may encompass both
cognitive elements rooted in thinking and judgment and affective aspects
rooted in feelings (Ueno et al., 2022), (2) it often comprises attitudinal
(Lee and See, 2004) and behavioral components (Söllner et al., 2016), (3) it
can be user-centric or agent-centric (including the owner of the agent) (Ueno
et al., 2022), and (4) its nature is inherently context-dependent (Bach et
al., 2022; Weitz et al., 2019). This complexity is particularly pronounced due
to the natural modality employed by users when interacting with these systems,
which introduces a unique set of trust dynamics. Given the ‘black-box’ nature
of conversational interfaces, users frequently rely on anthropic tendencies
(Liao and Vaughan, 2023). Anthropomorphism only serves as a means of sense-
making or constructing a mental model in this context (Desai and Twidale,
2022). However, it is noteworthy that anthropomorphism is often intentionally
incorporated into these interfaces, including the utilization of pronouns,
natural-sounding voices, and the emulation of human-human communication
models, among other techniques (Kontogiorgos et al., 2019; Pradhan et al.,
2019; Desai and Twidale, 2022; Kuzminykh et al., 2020; Strathmann et al.,
2020).

Overtrust and undertrust in CUIs can have detrimental consequences (Muir,
1987; Skitka et al., 1999), potentially resulting in discontinued or
infrequent use of such systems or conversely, fostering addiction and
diminishing user agency. (Luger and Sellen, 2016; Cowan et al., 2017; Cho et
al., 2019). Specifically, in critical domains such as finance and health,
overreliance on voice-based advice may lead to misguided financial decisions
(Dubiel et al., 2022) or, in the case of health, the inadvertent disclosure of
sensitive medical information without a complete understanding of the
associated privacy risks, including potential breaches of confidentiality and
unauthorized access to personal health data (Cho, 2019). These concerns may be
exacerbated by demographic factors, such as age, where older individuals may
be more vulnerable to trust-related issues due to their potentially limited
familiarity with AI technologies (Pradhan et al., 2019). Moreover, these
challenges can vary across cultural contexts, as highlighted in the Global
South, where cultural factors and technological savviness can significantly
influence the levels of trust individuals place in these technologies (Okolo
et al., 2021). Furthermore, as the conversational abilities of these
technologies advance, the emotional bonds they develop with users may deepen,
intensifying the emotional distress experienced in the event of dysfunction or
breakdown (Lee et al., 2022), further underscoring the need for careful
consideration of trust dynamics in CUIs.

Within the landscape of trust calibration, diverse strategies have emerged,
ranging from efforts to introduce a sense of ‘distrust’ (Pinhanez, 2021) to
persistent calls for transparency, notably advocated by the burgeoning field
of Explainable AI (XAI) (Weitz et al., 2021). However, a comprehensive
discussion of trust requires a multifaceted examination from various
perspectives, encompassing specialized areas within CHI, such as Human-AI
Interaction (HAII), Human-Robot Interaction (HRI), XAI, and CUI. Our objective
is to foster collaborations that could help to converge these diverse
approaches and ultimately lead to the development of a cohesive framework for
a systematic study of trust. In our workshop discussions, we will reflect on:

  * •

Conceptual Clarity of Trust in CUIs: The foundation of our exploration
involves refining and defining the conceptual boundaries of trust within the
context of CUIs. We aim to foster a more informed and unified discourse by
establishing a clear and shared understanding of trust.

  * •

Design Techniques and Trust Calibration: We will scrutinize design strategies
that can inadvertently result in the miscalibration of user trust and raise
ethical concerns. An illustrative example is the integration of human-like
traits into CUIs, which can impact user perceptions.

  * •

Interconnections of Trust with Other Values: Trust can exhibit a delicate
balance, be diminished, or even conflict with other values such as privacy,
transparency, or usability. This exploration discusses the emergence of
tensions in specific scenarios and highlights how design decisions in CUIs can
significantly impact these perceptions.

  * •

Integrative Measurement Methods: Developing comprehensive methods for
measuring trust, combining objective and subjective scales, is important to
our inquiry to mitigate overtrust and undertrust.

  * •

Temporal evolution of trust: Trust is a dynamic concept that evolves over time
and context. We will explore the temporal aspects of trust, examining how it
fluctuates in different stages of interaction and adoption.

By exploring these and other emergent topics, we aspire to foster an
environment where interdisciplinary discussions on trust can flourish, drawing
inspiration from diverse strategies within trust calibration and design. In
alignment with the overarching theme of the ACM CUI’24 conference, which
focuses on designing trustworthy conversational interfaces, our workshop aims
to contribute a deeper understanding of trust in CUIs across all stages—from
design to deployment.

##  2\. Organizers

This workshop is being organized by a team of experienced researchers who
bring expertise from diverse fields aligned with our objectives. Collectively,
the organizers have a track record of publishing on a wide range of topics,
including conversational user interfaces (Zargham et al., 2021, 2022; Dubiel
et al., 2020, 2019; Lee et al., 2021, 2022; Clark et al., 2019), human-robot
interaction (McMillan et al., 2023; Boudouraki et al., 2023), multi-modal
communication (Bonfert et al., 2021; Avanesi et al., 2023), and privacy and
security (Bahrini et al., 2020, 2022; Desai et al., 2023b; Law et al., 2022).
Integrating these disciplines shall facilitate collaboration among our trans-
disciplinary participants and bridge the gap between these research areas.

Smit Desai is a Ph.D. candidate in the School of Information Sciences at the
University of Illinois, Urbana-Champaign. His primary research focus centers
around comprehending the mental models of users as they engage with
conversational agents, utilizing innovative research techniques such as
metaphor analysis (Desai and Twidale, 2023). He leverages this valuable
insight to advance the development of conversational agents in diverse social
roles, including educators (Desai and Chin, 2023) and storytellers (Desai et
al., 2023a). Smit is a Provocation Papers Co-Chair at the upcoming ACM CUI
2024 conference. His research has yielded publications in esteemed HCI forums
like CHI, TOCHI, CSCW, and CUI.

Christina Wei is a Ph.D. student in the School of Information at the
University of Toronto, Canada. Her research focuses on designing conversation
architecture for AI agents (Wei et al., 2023) in human-AI collaborative
decision-making scenarios. She has previously organized a workshop at ACM CUI
2023, and she is on the organizing committee for the upcoming ACM CUI 2024
conference.

Jaisie Sin is a Post-Doctoral Fellow at the Okanagan Visualization &
Interaction Lab at the University of British Columbia. Her research focuses on
the inclusive design of conversational interfaces for underrepresented users,
with a primary focus on ageing. She is an Accessibility Chair at the upcoming
CUI 2024 conference. She has also been a Full Papers Co-Chair at CUI ’23, and
co-organizer of previous CUI conferences related workshops at CHI ’19–’23
(lead in ’23), IUI ’20–’21, and CSCW ’20.

Mateusz Dubiel is a Research Associate in the Department of Computer Science
at the University of Luxembourg, where he works on development and evaluation
of conversational agents. Specifically, his current research focuses on
assessment of cognitive and usability implications of interfaces that feature
speech, and exploration of their potential to persuade and inspire positive
behavioural change in users. He served as Short Papers Chair for CUI ’22 and
will be one of General Chairs for the upcoming CUI ’24.

Nima Zargham is a Ph.D. student in the Digital Media Lab at the University of
Bremen. His research focuses on human-centered approaches for designing
speech-based systems that elicit desirable user experiences. Nima has
previously organized CUI-related workshops at notable conferences such as
ACM/IEEE HRI 2023 and ACM CUI 2023. Additionally, he served as a local chair
at the ACM CHI-PLAY 2022 conference. His research efforts have resulted in
publications featured in prestigious HCI venues, including CHI, CUI, and CHI-
PLAY.

Shashank Ahire is a PhD candidate in Mensch Computer Interaktion group at
Leibniz University Hannover. He is interested in developing CUIs to improve
the health and well-being of knowledge Workers while at work (Ahire et al.,
2022). Previously, he has also researched on designing and developing CUIs for
marginalized populations in the global south (Ahire, 2023).

Martin Porcheron is a Senior UX Researcher at Bold Insight UK, based in
London. His recent work focuses on the user experience of interactive “AI”
systems—from voice interfaces through to robot interfaces. In his Ph.D., he
also studied public places like cafés and pubs, to understand how we use
devices like smartphones while we are socialising. As well as organising a
number of workshops at international conferences, he was Full Papers Chair for
the inaugural CUI ’19 conference and Programme Chair for CUI ’20 and ’21, and
was General Chair for CUI ’23.

Anastasia Kuzminkyh is an Assistant Professor in Human-Computer Interaction at
the University of Toronto in the Faculty of Information and the Director of
the Toronto Human-AI Interaction Research School (THAI RS). Her work touches
on diverse technologies, including conversational agents, large language
models, and AI-based decision support systems, exploring the mechanisms
driving the perceptions of different types of AI systems, such as trust,
anthropomorphization, or perceived reliability to inform the system and
algorithm design requirements for effective, efficient, and ethical AI.

Minha Lee is an assistant professor at the Eindhoven University of Technology
in the Department of Industrial Design, with a background in philosophy,
digital arts, and HCI. Her research concerns morally relevant interactions
with various agents like robots or chatbots, exploring moral concepts like
compassion and trust. She organized workshops such as CHI 2022 workshop on CUI
Ethics, CSCW 2022 workshop on Activism in Academia, HRI 2021 workshop on
Artificial Identity and more, as well as serving as a General Chair for CUI
’23, Full papers for Chair CUI ’21, and Provocation papers Chair for CUI ’20,

Heloisa Candello is a research scientist and a manager of the Human-centered
and Responsible technologies group at IBM Research. Her work focuses on human
and social aspects of Artificial Intelligence systems, particularly
conversational user interfaces. Currently, Heloisa is leading a project that
aims to bring “conscious” access to micro-credit by enhancing non-traditional
financial practices of low-income small business owners with AI technology in
the Global South. Her research resulted in several publications in leading
conferences (CHI, CUI, CSCW, DRS) and recognition in the HCI and Design field.

Joel Fischer is Professor of Human-Computer Interaction at the University of
Nottingham, and Research Director of two national programmes on Responsible
and Trustworthy AI (TAS and RAI UK). Joel’s interests include close studies of
conversational interaction by adopting a conversation analytic perspective. He
has published widely and co-organised many workshops on the topic at CHI, CUI,
CSCW, and HRI.

Cosmin Munteanu is an Associate Professor and Schlegel Research Chair in
Technology for Healthy Aging at the Department of Systems Design Engineering,
University of Waterloo, and Director of the Technologies for Ageing Gracefully
lab. Cosmin takes a primarily ethnomethodological approach to study how voice-
and language-enabled interfaces should be designed in a safe, effective,
inclusive, and ethical manner, in order to empower digitally underrepresented
groups such as older adults. Cosmin is the co-founder of the new ACM
Conversational User Interfaces conference series and one of the early
researchers to bring speech processing and interface design research together.
He is also serving as a member of the ACM SIGCHI Ethics Committee where he
contributes perspectives on ethical research with underrepresented user
groups.

Benjamin Cowan is a Professor at University College Dublin’s School of
Information and Communication Studies. His research focuses on understanding
user interaction with speech-based conversational user interfaces. He is co-
founder of the ACM Conversational User Interfaces conference (ACM CUI) and has
published extensively on user interaction issues with speech interfaces within
the HCI community. He is an Associate Editor of the International Journal of
Human-Computer Studies, has served as CHI AC, and was one of the inaugural SCs
of the Understanding People: Quantitative Methods subcommittee at CHI 2023.

##  3\. In-person and Hybrid

Based on our past experience in conducting workshops, we are aware of the
various limitations attendees may face, (visa issues, financial constraints,
and personal commitments) which can prevent them from attending in-person
workshops. Therefore, we plan to host both an in-person and a hybrid workshop.
Similar to the previous year, we aim to facilitate synchronous discussions for
in-person attendees (with dedicated cameras) and online participants.
Additionally, for the purpose of brainstorming and idea generation, we intend
to synchronize the experiences of both in-person and online attendees by
utilizing online platforms such as Miro.

We are committed to supporting the CHI2024 initiative aimed at creating an
inclusive environment for in-person and hydrid
attendees111https://chi2024.acm.org/for-attendees/accessibility-faq/. In line
with this commitment, we will kindly request all interested attendees to
follow the ‘ACM Guide for Accessible
Submission222https://sigchi.org/conferences/author-resources/accessibility-
guide/’ when preparing their submissions. Additionally, we will encourage them
to conduct an accessibility
check333https://www.youtube.com/watch?v=G8EYDJ56c6k before finalizing their
submissions. To ensure an inclusive experience during the workshop, we will
provide automatic transcription of keynote, and paper presentations for online
participants.

##  4\. Asynchronous Engagement

To advertise our workshop, we will use our existing channels: email list (cui-
announcements@listserv.acm.org), Twitter handle (https://twitter.com/ACM_CUI),
Discord channel (https://discord.gg/rDmctrVb) and workshop website
(https://cui.acm.org/workshops/CHI2024/). During the workshop, we will create
a sub-channel (CUI@CHI2024) on existing Discord to disseminate information.

We will encourage participants to create 3-minute video presentations, which
will be archived on the CUI channel on YouTube. The YouTube video of the
presentation will offer automated subtitles to ensure accessibility for the
uploaded presentations. We will record the keynote presentation and a summary
of the discussions during the workshop. The video recordings will be
accessible on Discord for participants to view asynchronously.

##  5\. Workshop Activities

We plan for a one-day, in-person/hybrid workshop structured in a series of
presentations, activities, and structured discussions to exchange insights and
lessons learned related to the building trust in CUIs from design to
deployment. We are aiming for approximately 20 participants, which has been
the norm in the past CUI workshops. Our tentative schedule is below.

  1. (1)

Introduction (15 mins): We start with brief introductions from organizers,
highlighting the goals of the workshop to build trustworthy CUIs, and go over
plans for the day.

  2. (2)

Keynote Address (45 mins): Our keynote address will be delivered by Dr. S.
Shyam Sundar. He is the founder of the Media Effects Research Laboratory, a
leading facility in the USA. He also serves as the Director of the Center for
Socially Responsible Artificial Intelligence, an interdisciplinary consortium
at Penn State University, USA dedicated to AI development with a strong
emphasis on its social and ethical implications, aiming to enhance societal
good and mitigate misuse. The speech will kick off the workshop to discuss
different aspects of building trust with machines, such as explainable AI,
trust calibration, and specific considerations for conversational interfaces.
This keynote will set a solid foundation for the upcoming breakout
discussions.

  3. (3)

Introduction & Presentations (60 mins): Each participant will have 3-5 minutes
to introduce themselves and present their accepted paper.

  4. (4)

Break (15 mins)

  5. (5)

Breakout Session 1 - Prototype activity (60 mins): Participants will be
divided into 3 or 4 groups for small group discussions, with a designated
facilitator assigned for each group. Each group will be given a scenario to
design a trustworthy CUI interaction. For example, designing a CUI to provide
financial guidance to help individual stay within their budgets, or designing
a CUI as a social companion for older adults. At the end of the session, each
group will present their CUI prototype and discuss the elements they selected
to incorporate in their design, as well as received feedback on their design
from the broader audience.

  6. (6)

Lunch (60 mins)

  7. (7)

Breakout Session 2 - Design Techniques (60 mins): Participants and
facilitators will go back to their small groups to discuss different design
techniques for building trust in CUIs related to their given scenario. This
includes questions such as: What are the different trust design techniques for
CUIs? What are the contextual considerations when applying these design
techniques? What improvements can be made to the prototype in Breakout 1 based
on these design techniques? A sharing session will follow for each group to
present a summary of their discussions as well as proposed design guidelines.

  8. (8)

Breakout Session 3 - Evaluation Techniques & Methods (60 mins): The session
will be introduced by Dr. Katie Seaborn. They are an Associate Professor at
Tokyo Institute of Technology and founder of the Aspirational Computing Lab.
Their research focuses on voice UX, AI, and intersectional design. Afterwards,
participants and facilitators will go back to their small groups to discuss
methods for measuring trust related to their given scenario. This includes
questions such as: What are the existing methods used to measure trust with
CUIs? What aspects of trust do these methods measure? What are some additional
considerations for measuring trust that need to be taken into account for the
given scenario? A sharing session will follow for each group to present a
summary of their discussions.

  9. (9)

Break (15 mins)

  10. (10)

Closing (60 mins): The organizers will end the workshop by synthesizing the
main points from previous sessions. Participants and organizers will reflect
together to develop tangible research topics and potential outcomes for CUI
research. This will help in the development of future directions for the CUI
community to consider in relation to building trustworthy CUIs, including how
to plan for upcoming CUI conference series and workshops by taking into
account participants’ views.

##  6\. Post-Workshop Plans

The expected workshop outcomes include:

  * •

Reconnecting, sustaining, and extending the existing CUI community of
researchers.

  * •

Invitation of participants to trustworthy design initiatives within the CUI
community.

  * •

Identification of major themes in trustworthy design relevant to CUI research.

  * •

A proposal for a special issue at relevant journals to highlight trust
building design considerations relevant to CUI research, e.g., ACM
interactions magazine, International Journal of Human-Computer Interaction,
International Journal of Human-Computer Studies.

  * •

A white paper summarizing outcomes from the workshop to be posted on our
workshop’s website, as well as socialized through platforms such as Twitter,
Discord, and Medium.

  * •

Invitation for a selection of papers to be published in workshop proceedings
as outlined below.

##  7\. Plans to Publish Workshop Proceedings

The primary objective of this workshop is to foster collaboration among
individuals with diverse backgrounds and perspectives, all of whom share an
interest in examining the role of trust in interactions with CUIs and
strategies for establishing trust between users and these agents. All accepted
contributions from participants will be published on our workshop’s website to
ensure the broad dissemination of the workshop’s findings. Additionally, a
selection of the accepted papers will be included in the workshop proceedings,
which we aspire to publish on arXiv 444https://arxiv.org/ or ceur-ws
555https://ceur-ws.org/. Ideas and discussion points will be documented
throughout the session on an open online platform, both during and after the
symposium. Workshop participants will also be invited to engage in future
collaborative projects that emerge from the discussions and talks held during
the workshop. Finally, we will strongly encourage all participants to submit
extended versions of their contributions for consideration in a special
journal issue, which we are committed to facilitating and making a reality.

##  8\. Call for Participation

How can we advance research on Conversational User Interfaces (CUIs) by
including consideration of trust? Since CUIs, such as Apple Siri, Amazon Alexa
and Google Home are becoming increasingly used in privacy-sensitive contexts
such as self-reflection, tutoring or therapy, investigation of trust and
impact of user’s reliance and agency becomes ever more pertinent. What is
more, proliferation of LLMs, such as OpenAI’s ChatGPT and Google Bard and
growing role their role in assisting human decision-making also calls for
investigation.

Authors across all disciplines are invited to submit position papers to the
CHI 2024 workshop on the Building Trust in CUIs—From Design to Deployment. The
goal of this edition of the workshop is to encourage discussion on
implementing ethical and user-oriented design practices to develop CUIs that
are focused on enhancing user’s agency while preserving privacy and preventing
overreliance. We expect that the workshop will encourage contributions and
discussions from participants from both industry and academia. Papers can
address the state of CUIs and their design for privacy-sensitive scenarios
where trust plays an essential role, ways to practice design of trustworthy
CUIs, and how we can move forward in design of CUIs that empower users and
enhance their agency.

Submissions are expected to be between 2 to 4 pages in the CHI Publication
Format666https://chi2024.acm.org/submission-guides/chi-publication-formats/,
including references, authors’ work thus far, disciplinary background(s), as
well as how they relate to the topics and goals of the workshop. We will
select submissions based on quality; if accepted, papers will be featured on
our website and at least one author must attend the workshop. Papers should be
submitted to<EMAIL_ADDRESS>Those who cannot or do not wish to submit a
position paper to the workshop can submit a one-page statement of interest for
consideration. This should include why the applicant is interested in
participating in the workshop, their relevancy to the workshop, and what the
person expects to contribute.

###### Acknowledgements.

We thank Dr. S. Shyam Sundar for accepting the invitation to present the
keynote address at the workshop. We also thank Dr. Katie Seaborn for
contributing to this workshop proposal.

## References

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