The More Competent, the Better? The Effects of Perceived Competencies on Disclosure Towards Conversational Artificial Intelligence

Abstract

Conversational AI (e.g., Google Assistant or Amazon Alexa) is present in many people’s everyday life and, at the same time, becomes more and more capable of solving more complex tasks. However, it is unclear how the growing capabilities of conversational AI affect people’s disclosure towards the system as previous research has revealed mixed effects of technology competence. To address this research question, we propose a framework systematically disentangling conversational AI competencies along the lines of the dimensions of human competencies suggested by the action regulation theory. Across two correlational studies and three experiments ( Ntotal = 1453), we investigated how these competencies differentially affect users’ and non-users’ disclosure towards conversational AI. Results indicate that intellectual competencies (e.g., planning actions and anticipating problems) in a conversational AI heighten users’ willingness to disclose and reduce their privacy concerns. In contrast, meta-cognitive heuristics (e.g., deriving universal strategies based on previous interactions) raise privacy concerns for users and, even more so, for non-users but reduce willingness to disclose only for non-users. Thus, the present research suggests that not all competencies of a conversational AI are seen as merely positive, and the proposed differentiation of competencies is informative to explain effects on disclosure.