The Influence of AI-Based Chatbots and Their Design on Users’ Trust and Information Sharing in Online Loan Applications

Item Type Conference or Workshop Item (Paper)
Abstract

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.

Authors Zierau, Naim; Flock, Korbinian; Janson, Andreas; Söllner, Matthias & Leimeister, Jan Marco
Research Team IWI6
Language English
Keywords trust, social presence, online experiment, ai-based chatbot
Subjects information management
HSG Classification contribution to scientific community
Date 8 January 2021
Event Title Hawaii International Conference on System Sciences (HICSS)
Event Location Koloa (Hawaii), USA
Event Dates 05.01.2021 - 08.01.2021
Depositing User Mahei Li
Date Deposited 02 Dec 2020 13:39
Last Modified 23 Mar 2021 07:54
URI: https://www.alexandria.unisg.ch/publications/261575

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Citation

Zierau, Naim; Flock, Korbinian; Janson, Andreas; Söllner, Matthias & Leimeister, Jan Marco: The Influence of AI-Based Chatbots and Their Design on Users’ Trust and Information Sharing in Online Loan Applications. 2021. - Hawaii International Conference on System Sciences (HICSS). - Koloa (Hawaii), USA.

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https://www.alexandria.unisg.ch/id/eprint/261575
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