Effects of Trust, Self-Confidence, and Feedback on the Use of Decision Automation

Abstract

Operators often fail to rely sufficiently on alarm systems. This results in a joint human-machine (JHM) sensitivity below the one of the alarm system. The ‘confidence vs. trust hypothesis’ assumes the use of the system depends on the weighting of both values. In case of higher confidence, the task is performed manually, if trust is higher, the user relies on the system. Thus, insufficient reliance may be due to operators’ overconfidence in their own abilities and/or insufficient trust in the decision automation, but could be mitigated by providing feedback. That was investigated within a signal detection task, supported by a system with either higher sensitivity (HSS) or lower sensitivity (LSS) than the human, while being provided with feedback or not. We expected disuse of the LSS and insufficiently reliance on the HSS, in the condition without feedback. The feedback was expected to increase reliance on the HSS through an increase in trust and/or decreases in confidence, and thus, improve performance. Hypotheses were partly supported. Confidence in manual performance was similar to trust in the HSS even though humans’ sensitivity was significantly lower than systems’ sensitivity. While confidence had not effect on reliance or JHM sensitivity, trust was found to be positively related with both. We found disuse of the HSS, that could be improved through feedback, increasing also trust and JHM sensitivity. However, contrary to ‘confidence vs. trust’ expectations, participants were also found to make use of the LSS. This misuse could not be reduced by feedback. Results indicate the use of feedback being beneficial for the overall performance (with HSS only). Findings do not support the idea that misuse or disuse of the system may result from comparison of confidence and trust. We suppose it may rather be the product of users’ wrong strategy of function allocation, based on the underlying idea of team work in combination with missing assignment of responsibility. We discuss this alternative explanation.

Visual search behavior and performance in luggage screening: effects of time pressure, automation aid, and target expectancy

“…Moreover, the present study failed to replicate benefits of time pressure on performance in combination with an automated diagnostic aid (e.g., Rice and Keller 2009). Instead, the results confirm other findings (e.g., Wiczorek and Meyer 2019) that providing only…”

Assessment of Trust in Automation in the “Real World”: Requirements for New Trust in Automation Measurement Techniques for Use by Practitioners

“…While disuse can refer to the complete disengagement from an automated system, this behavioral pattern can also include actions like silencing alarms on a system which have high false alarm rates (Parasuraman & Riley, 1997; Tenhundfeld et al, 2020; Tomzcak et al, 2019; L.; Wang et al, 2009). This disuse can lead to both safety issues and worse performance for the human-machine team (Phillips et al, 2011; Wiczorek & Meyer, 2019). The irony of distrust is that it can be largely influenced by initial trust and expectations which are miscalibrated to actual system performance (de Visser et al, 2018b; J. D.; Lee & See, 2004; Madhavan & Wiegmann, 2007a).…”

“…With poor transparency comes higher levels of trust and greater expectations of the systems (de Visser et al, 2020; Matthews et al, 2019). Once system performance violates the trust and contradicts user expectations, users tend to under-trust the system, which leads to under-reliance and even complete disuse of the system (Dzindolet et al, 2002; J. D.; Johnson, 2004; Parasuraman & Riley, 1997; Wiczorek & Meyer, 2019).…”

“…Once system performance violates the trust and contradicts user expectations, users tend to under-trust the system, which leads to under-reliance and even complete disuse of the system (Dzindolet et al, 2002;J. D.;Johnson, 2004;Parasuraman & Riley, 1997;Wiczorek & Meyer, 2019).…”

The Influence of Feedback Types on the Use of Automation During Learning

“…A second iteration of this study will be conducted to look at other forms of feedback on the same task. Previous work looked at use of automation when the participant was familiar or confident with the task at hand (Wiczorek & Meyer, 2019) and whether or not the participant trusted the automation to do a task without being checked (Pak et. al 2016).…”