Trust by Design: Trust Calibration Through Non-Advisory Socratic Dialogue in Conversational Agents

RESUMO

As conversational AI systems increasingly operate in sensitive domains, the central challenge shifts from usability to trust calibration, ensuring that users rely on systems neither too much nor too little. Systems that provide advice or interpretations risk encouraging inappropriate reliance, particularly when users perceive AI outputs as authoritative. We present CASELy, a conversational agent explicitly designed to limit its own authority through non-advisory Socratic dialogue. The agent asks reflective questions grounded exclusively in user input and refuses to provide advice, recommendations, or interpretations. This design operationalizes trust calibration by constraining agent agency rather than optimizing capability. In a pilot randomized controlled study with higher education students, participants interacting with the Socratic dialogue reported substantially higher user experience (UEQ-S overall = 1.50) compared to a non-dialogue control (0). Qualitative findings identify three mechanisms supporting calibrated trust: transparency through visible grounding, preservation of user decision authority, and reduced fear of judgment. We argue that appropriate reliance can be achieved through interactional constraints, offering a design pattern for trustworthy conversational AI in sensitive contexts.