Unidirectional Trust Based Decision Making for Information Technology Conversation Agents

A computing device comprising:

• a processor;
• a network interface coupled to the processor to enable communication over a network;
• a storage device coupled to the processor;
• a conversation agent software stored in the storage device, wherein an execution of the software by the processor configures the computing device to perform acts comprising:
• receiving an information technology (IT) electronic request in natural language from a user, via a user device, over the network;
• extracting parameters of the electronic request;
• determining a risk of the electronic request;
• determining a policy based on the parameters and the risk of the electronic request;
• executing the policy;
• calculating a level of trust between the user and the conversation agent based on the determined risk and an outcome of the execution of the policy;
• and
• adjusting a conversation pattern of the conversation agent toward the user based on the calculated level of trust.