Brokerbot: A Cryptocurrency Chatbot in the Social-technical Gap of Trust

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dc.contributor.authorLee, Minha
dc.contributor.authorFrank, Lily
dc.contributor.authorIjsselsteijn, Wijnand
dc.date.accessioned2021-05-13T06:51:13Z
dc.date.available2021-05-13T06:51:13Z
dc.date.issued2021
dc.description.abstractCryptocurrencies are proliferating as instantiations of blockchain, which is a transparent, distributed ledger technology for validating transactions. Blockchain is thus said to embed trust in its technical design. Yet, blockchain’s technical promise of trust is not fulfilled when applied to the cryptocurrency ecosystem due to many social challenges stakeholders experience. By investigating a cryptocurrency chatbot (Brokerbot) that distributed information on cryptocurrency news and investments, we explored social tensions of trust between stakeholders, namely the bot’s developers, users, and the bot itself. We found that trust in Brokerbot and in the cryptocurrency ecosystem are two conjoined, but separate challenges that users and developers approached in different ways. We discuss the challenging, dual-role of a Brokerbot as an object of trust as a chatbot while simultaneously being a mediator of trust in cryptocurrency, which exposes the social-technical gap of trust. Lastly, we elaborate on trust as a negotiated social process that people shape and are shaped by through emerging ecologies of interlinked technologies like blockchain and conversational interfaces.en
dc.identifier.doi10.1007/s10606-021-09392-6
dc.identifier.pissn0925-9724
dc.identifier.urihttps://dl.eusset.eu/handle/20.500.12015/4151
dc.language.isoen
dc.publisherSpringer, London
dc.relation.ispartofComputer Supported Cooperative Work, Vol. 30
dc.relation.ispartofseriesECSCW
dc.subjectTrust
dc.subjectCryptocurrency
dc.subjectBlockchain
dc.subjectChatbot
dc.subjectConversational agent
dc.subjectSocial-technical gap
dc.titleBrokerbot: A Cryptocurrency Chatbot in the Social-technical Gap of Trusten
dc.typeText/Journal Article
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gi.conference.date7-11 June 2021
gi.conference.locationZurich, Switzerland
gi.conference.sessiontitleFull Papers
mci.conference.reviewfull

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