Towards Developing Trust-Supporting Design Features for AI-based Chatbots in Customer Service
Journal
Proceedings in the Forty-First International Conference on Information Systems, India 2020 (ICIS)
Type
conference paper
Date Issued
2020-12-16
Author(s)
Research Team
IWI6
Abstract
Chatbots are predicted to play a key role in customer service based on recent advances in the area of Artificial Intelligence (AI). However, a lack of user trust impedes the wide-spread adaption of AI-based chatbots. Still, there is a lack of systematically derived design knowledge concerning user trust in those agents. In this short paper, we report on the first steps of our design science research project on which design principles are relevant for building trust in chatbots. Based on trust literature and user interviews, we propose preliminary requirements and design principles for trust-enhancing design features for chatbots in customer service. Furthermore, we present a first instantiation of those principles. These insights will support researchers and practitioners to better understand how user trust in chatbots can be systematically built to increase adoption and usage.
Language
English
Keywords
Trust
Chatbot
Customer Service
Trust-Supporting Design
Design Science
HSG Classification
contribution to scientific community
Refereed
Yes
Pages
10
Event Title
Proceedings in the Forty-First International Conference on Information Systems, India 2020 (ICIS)
Event Location
Hyderabad, India
Event Date
16.12.2020
Subject(s)
Division(s)
File(s)![Thumbnail Image]()
Name
JML_1019.pdf
Size
838.55 KB
Format
Adobe PDF
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