{"id":"https://openalex.org/W4322831937","doi":"https://doi.org/10.1145/3544548.3581152","title":"A Mixed-Methods Approach to Understanding User Trust after Voice Assistant Failures","display_name":"A Mixed-Methods Approach to Understanding User Trust after Voice Assistant Failures","publication_year":2023,"publication_date":"2023-04-19","ids":{"openalex":"https://openalex.org/W4322831937","doi":"https://doi.org/10.1145/3544548.3581152"},"language":"en","primary_location":{"id":"doi:10.1145/3544548.3581152","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3544548.3581152","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3544548.3581152","source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems","raw_type":"proceedings-article"},"type":"preprint","indexed_in":["arxiv","crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://dl.acm.org/doi/pdf/10.1145/3544548.3581152","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5076544613","display_name":"Amanda Baughan","orcid":"https://orcid.org/0000-0003-2217-6974"},"institutions":[{"id":"https://openalex.org/I201448701","display_name":"University of Washington","ror":"https://ror.org/00cvxb145","country_code":"US","type":"education","lineage":["https://openalex.org/I201448701"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Amanda Baughan","raw_affiliation_strings":["Paul G. Allen School of Computer Science and Engineering, University of Washington, United States"],"affiliations":[{"raw_affiliation_string":"Paul G. Allen School of Computer Science and Engineering, University of Washington, United States","institution_ids":["https://openalex.org/I201448701"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5050744580","display_name":"X.T. Wang","orcid":"https://orcid.org/0000-0003-3299-2780"},"institutions":[{"id":"https://openalex.org/I1291425158","display_name":"Google (United States)","ror":"https://ror.org/00njsd438","country_code":"US","type":"company","lineage":["https://openalex.org/I1291425158","https://openalex.org/I4210128969"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Xuezhi Wang","raw_affiliation_strings":["Google, United States"],"affiliations":[{"raw_affiliation_string":"Google, United States","institution_ids":["https://openalex.org/I1291425158"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5088659313","display_name":"Ariel Liu","orcid":"https://orcid.org/0000-0002-0513-7474"},"institutions":[{"id":"https://openalex.org/I1291425158","display_name":"Google (United States)","ror":"https://ror.org/00njsd438","country_code":"US","type":"company","lineage":["https://openalex.org/I1291425158","https://openalex.org/I4210128969"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Ariel Liu","raw_affiliation_strings":["Google, United States"],"affiliations":[{"raw_affiliation_string":"Google, United States","institution_ids":["https://openalex.org/I1291425158"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5037639221","display_name":"Allison Mercurio","orcid":"https://orcid.org/0000-0002-6865-8648"},"institutions":[{"id":"https://openalex.org/I1291425158","display_name":"Google (United States)","ror":"https://ror.org/00njsd438","country_code":"US","type":"company","lineage":["https://openalex.org/I1291425158","https://openalex.org/I4210128969"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Allison Mercurio","raw_affiliation_strings":["Google, United States"],"affiliations":[{"raw_affiliation_string":"Google, United States","institution_ids":["https://openalex.org/I1291425158"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5033428202","display_name":"Jilin Chen","orcid":"https://orcid.org/0000-0002-3359-0938"},"institutions":[{"id":"https://openalex.org/I1291425158","display_name":"Google (United States)","ror":"https://ror.org/00njsd438","country_code":"US","type":"company","lineage":["https://openalex.org/I1291425158","https://openalex.org/I4210128969"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Jilin Chen","raw_affiliation_strings":["Google, United States"],"affiliations":[{"raw_affiliation_string":"Google, United States","institution_ids":["https://openalex.org/I1291425158"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5087306425","display_name":"Xiao Ma","orcid":"https://orcid.org/0000-0001-6134-3531"},"institutions":[{"id":"https://openalex.org/I1291425158","display_name":"Google (United States)","ror":"https://ror.org/00njsd438","country_code":"US","type":"company","lineage":["https://openalex.org/I1291425158","https://openalex.org/I4210128969"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Xiao Ma","raw_affiliation_strings":["Google, United States"],"affiliations":[{"raw_affiliation_string":"Google, United States","institution_ids":["https://openalex.org/I1291425158"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":6,"corresponding_author_ids":["https://openalex.org/A5076544613"],"corresponding_institution_ids":["https://openalex.org/I201448701"],"apc_list":null,"apc_paid":null,"fwci":4.1328,"has_fulltext":true,"cited_by_count":24,"citation_normalized_percentile":{"value":0.95065623,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"16"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10028","display_name":"Topic Modeling","score":0.9930999875068665,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12262","display_name":"Hate Speech and Cyberbullying Detection","score":0.9846000075340271,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.8008489012718201},{"id":"https://openalex.org/keywords/affect","display_name":"Affect (linguistics)","score":0.56410151720047},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.4006325602531433},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.1553342044353485}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8008489012718201},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.56410151720047},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.4006325602531433},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.1553342044353485},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1145/3544548.3581152","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3544548.3581152","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3544548.3581152","source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems","raw_type":"proceedings-article"},{"id":"pmh:oai:arXiv.org:2303.00164","is_oa":true,"landing_page_url":"http://arxiv.org/abs/2303.00164","pdf_url":"https://arxiv.org/pdf/2303.00164","source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"text"}],"best_oa_location":{"id":"doi:10.1145/3544548.3581152","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3544548.3581152","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3544548.3581152","source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4322831937.pdf","grobid_xml":"https://content.openalex.org/works/W4322831937.grobid-xml"},"referenced_works_count":65,"referenced_works":["https://openalex.org/W1555414560","https://openalex.org/W1986984159","https://openalex.org/W1990229920","https://openalex.org/W2076034566","https://openalex.org/W2104999980","https://openalex.org/W2136058926","https://openalex.org/W2149868499","https://openalex.org/W2405187948","https://openalex.org/W2547844570","https://openalex.org/W2588243197","https://openalex.org/W2620920482","https://openalex.org/W2623424349","https://openalex.org/W2767899794","https://openalex.org/W2795679027","https://openalex.org/W2799194071","https://openalex.org/W2805116803","https://openalex.org/W2896457183","https://openalex.org/W2914783728","https://openalex.org/W2941327948","https://openalex.org/W2941541859","https://openalex.org/W2942157335","https://openalex.org/W2943811965","https://openalex.org/W2949558714","https://openalex.org/W2962854302","https://openalex.org/W2963323070","https://openalex.org/W2963394326","https://openalex.org/W2963748441","https://openalex.org/W2963825865","https://openalex.org/W2964112275","https://openalex.org/W2964223283","https://openalex.org/W2965373594","https://openalex.org/W2968725073","https://openalex.org/W2972664115","https://openalex.org/W3034834768","https://openalex.org/W3089273598","https://openalex.org/W3094061997","https://openalex.org/W3099632149","https://openalex.org/W3108615578","https://openalex.org/W3156929310","https://openalex.org/W3159016082","https://openalex.org/W3161120666","https://openalex.org/W3161418208","https://openalex.org/W3173625927","https://openalex.org/W3187653187","https://openalex.org/W3195052582","https://openalex.org/W3205692592","https://openalex.org/W3205767880","https://openalex.org/W4221167110","https://openalex.org/W4224979488","https://openalex.org/W4226040778","https://openalex.org/W4226399820","https://openalex.org/W4248588746","https://openalex.org/W4283070885","https://openalex.org/W4283159688","https://openalex.org/W4283160699","https://openalex.org/W4286987939","https://openalex.org/W4287758476","https://openalex.org/W4287887983","https://openalex.org/W4287889156","https://openalex.org/W4288359812","https://openalex.org/W4292779060","https://openalex.org/W4301357669","https://openalex.org/W4385245566","https://openalex.org/W4391156274","https://openalex.org/W6778883912"],"related_works":["https://openalex.org/W4391375266","https://openalex.org/W2899084033","https://openalex.org/W2748952813","https://openalex.org/W2560936962","https://openalex.org/W2788727012","https://openalex.org/W4388203630","https://openalex.org/W2390279801","https://openalex.org/W2526386912","https://openalex.org/W4391913857","https://openalex.org/W2358668433"],"abstract_inverted_index":{"Despite":[0],"huge":[1],"gains":[2],"in":[3,5,13,41,121],"performance":[4],"natural":[6],"language":[7,11],"understanding":[8],"via":[9],"large":[10],"models":[12],"recent":[14],"years,":[15],"voice":[16,35,43,60,104,114],"assistants":[17,105,115],"still":[18],"often":[19,110],"fail":[20],"to":[21,83,101],"meet":[22],"user":[23,88],"expectations.":[24],"In":[25],"this":[26],"study,":[27],"we":[28,53,74],"conducted":[29],"a":[30,55,124],"mixed-methods":[31],"analysis":[32],"of":[33,58,127,137],"how":[34,47,96],"assistant":[36,61],"failures":[37,97,122],"affect":[38],"users\u2019":[39,85,99],"trust":[40,89,147],"their":[42,113],"assistants.":[44],"To":[45],"illustrate":[46],"users":[48],"have":[49],"experienced":[50],"these":[51],"failures,":[52,62,78],"contribute":[54],"crowdsourced":[56],"dataset":[57],"199":[59],"categorized":[63],"across":[64],"12":[65],"failure":[66],"sources.":[67],"Relying":[68],"on":[69,103],"interview":[70],"and":[71],"survey":[72],"data,":[73],"find":[75],"that":[76,119],"certain":[77],"such":[79,141],"as":[80,142],"those":[81],"due":[82],"overcapturing":[84],"input,":[86],"derail":[87],"more":[90],"than":[91],"others.":[92],"We":[93,133],"additionally":[94],"examine":[95],"impact":[98],"willingness":[100],"rely":[102],"for":[106,116,123],"future":[107],"tasks.":[108],"Users":[109],"stop":[111],"using":[112],"specific":[117],"tasks":[118],"result":[120],"short":[125],"period":[126],"time":[128],"before":[129],"resuming":[130],"similar":[131],"usage.":[132],"demonstrate":[134],"the":[135],"importance":[136],"low":[138],"stakes":[139],"tasks,":[140],"playing":[143],"music,":[144],"towards":[145],"building":[146],"after":[148],"failures.":[149]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":13},{"year":2024,"cited_by_count":8}],"updated_date":"2026-04-14T08:04:32.555800","created_date":"2025-10-10T00:00:00"}