The Influence of AI-Based Chatbots and Their Design on Users’ Trust and Information Sharing in Online Loan Applications
Type
conference paper
Date Issued
2021-01-08
Author(s)
Research Team
IWI6
Abstract (De)
Based on recent advances in Artificial Intelligence (AI), chatbots are now increasingly offered as an alternative source of customer service. For their uptake user trust in critical. However, little is known about how these interfaces fundamentally influence trust perceptions. In particular, it’s unclear what exactly causes perceptual differences - the change towards a conversational interface or the usage of anthropomorphic design elements. In this study, an online experiment with 160 participants was conducted to examine the differential effects of conversational interaction and anthropomorphism on trust in the interface or the provider within the context of online loan applications. The results show that both treatment conditions affect trust in the interface and the provider by increasing perceptions of social presence. Meanwhile, trust in the interface significantly effects the intention to share information, while trust in the provider has no effect on behavioral intention.
Language
English
Keywords
trust
social presence
online experiment
ai-based chatbot
HSG Classification
contribution to scientific community
Event Title
Hawaii International Conference on System Sciences (HICSS)
Event Location
Koloa (Hawaii), USA
Event Date
05.01.2021 - 08.01.2021
Subject(s)
Division(s)
Eprints ID
261575
File(s)![Thumbnail Image]()
Name
JML_797.pdf
Size
518.12 KB
Format
Adobe PDF
Checksum (MD5)
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