When the bot walks the talk: Investigating the foundations of trust in an artificial intelligence (AI) chatbot.

Abstract

The concept of trust in artificial intelligence (AI) has been gaining increasing relevance for understanding and shaping human interaction with AI systems. Despite a growing literature, there are disputes as to whether the processes of trust in AI are similar to that of interpersonal trust (i.e., in fellow humans). The aim of the present article is twofold. First, we provide a systematic test of an integrative model of trust inspired by interpersonal trust research encompassing trust, its antecedents (trustworthiness and trust propensity), and its consequences (intentions to use the AI and willingness to disclose personal information). Second, we investigate the role of AI personalization on trust and trustworthiness, considering both their mean levels and their dynamic relationships. In two pilot studies (N = 313) and one main study (N = 1,001) focusing on AI chatbots, we find that the integrative model of trust is suitable for the study of trust in virtual AI. Perceived trustworthiness of the AI, and more specifically its ability and integrity dimensions, is a significant antecedent of trust and so are anthropomorphism and propensity to trust smart technology. Trust, in turn, leads to greater intentions to use and willingness to disclose information to the AI. The personalized AI chatbot was perceived as more able and benevolent than the impersonal chatbot. It was also more anthropomorphized and led to greater usage intentions, but not to greater trust. Anthropomorphism, not trust, explained the greater intentions to use personalized AI. We discuss implications for research on trust in humans and in automation. (PsycInfo Database Record (c) 2024 APA, all rights reserved).