Determinants Affecting Consumer Trust in Communication With AI Chatbots

IF 3.6 3区管理学 Q2 COMPUTER SCIENCE, INFORMATION SYSTEMS

Journal of Organizational and End User Computing Pub Date : 2023-08-11 DOI:10.4018/joeuc.328089

Jinjie Li, Lianren Wu, J. Qi, Yuxin Zhang, Zhiyan Wu, Shuaibo Hu

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引用次数: 0

Abstract

This paper summarized the factors that influence consumers' trust in AI chatbots and divided it into chatbot-related factors (expertise, anthropomorphism, responsiveness, and ease of use), company-related factors (perceived risk, brand trust, human support), and consumer-related factors (privacy concerns). This research attempts to explore the mechanism of human-AI chatbots trust formation and answer the question of how to promote consumers' trust in AI chatbots. The results found that the chatbot-related factors (expertise, responsiveness, and anthropomorphism) positively affect consumers' trust in chatbots. The company-related factor (brand trust) positively affects consumers' trust in chatbots, and perceived risk negatively affect consumers' trust in chatbots. Privacy concerns have a moderating effect on company-related factors. This study helps deepen the understanding of human-AI chatbots communication trust, constructs a basic model of human-AI chatbots trust, and provides insights for e-commerce enterprises to improve chatbots and enhance consumer trust.

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影响人工智能聊天机器人交流中消费者信任的决定因素

本文总结了影响消费者对人工智能聊天机器人信任的因素，并将其分为聊天机器人相关因素（专业知识、拟人化、响应能力和易用性）、公司相关因素（感知风险、品牌信任、人类支持）和消费者相关因素（隐私问题）。本研究试图探索人类人工智能聊天机器人信任形成的机制，并回答如何提高消费者对人工智能聊天机的信任的问题。结果发现，聊天机器人相关因素（专业知识、反应能力和拟人化）对消费者对聊天机器人的信任有积极影响。公司相关因素（品牌信任）正向影响消费者对聊天机器人的信任，感知风险负向影响消费者对聊机器人的信任。隐私问题对公司相关因素具有调节作用。本研究有助于加深对人类人工智能聊天机器人通信信任的理解，构建人类人工智能通话机器人信任的基本模型，为电子商务企业改进聊天机器人、增强消费者信任提供见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Organizational and End User Computing COMPUTER SCIENCE, INFORMATION SYSTEMS-

CiteScore

6.00

自引率

9.20%

发文量

期刊介绍： The Journal of Organizational and End User Computing (JOEUC) provides a forum to information technology educators, researchers, and practitioners to advance the practice and understanding of organizational and end user computing. The journal features a major emphasis on how to increase organizational and end user productivity and performance, and how to achieve organizational strategic and competitive advantage. JOEUC publishes full-length research manuscripts, insightful research and practice notes, and case studies from all areas of organizational and end user computing that are selected after a rigorous blind review by experts in the field.