Measuring Users' Trust in VIA Responses: The Age and Response Forms Perspective.

This article investigates how user age and the presentation forms of voice intelligent assistant (VIA) responses influence users' trust in the information provided. Through a Wizard-of-Oz experiment involving 300 participants divided equally into child (ages 6–11), younger adult (ages 22–59), and older adult (ages 66–79) groups, the study measured trust levels across seven response forms combining pictures, text, and hyperlinks. Findings reveal that younger adults generally exhibit high trust across all response forms, older adults trust pictures and text more but are skeptical of hyperlinks due to concerns about online scams, and children show low trust in hyperlinks largely because of parental warnings, with combined text and hyperlink responses further reducing their trust. The research highlights significant variations in trust patterns by age and response form, offering insights for VIA design tailored to different demographic groups.