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

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dc.contributor.authorZierau, Naim
dc.contributor.authorFlock, Korbinian
dc.contributor.authorJanson, Andreas
dc.contributor.authorSöllner, Matthias
dc.contributor.authorLeimeister, Jan
dc.date.accessioned2020-12-24T20:08:43Z
dc.date.available2020-12-24T20:08:43Z
dc.date.issued2021-01-05
dc.description.abstractBased 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.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2021.666
dc.identifier.isbn978-0-9981331-4-0
dc.identifier.urihttp://hdl.handle.net/10125/71286
dc.language.isoEnglish
dc.relation.ispartofProceedings of the 54th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectAdvances in Trust Research: Artificial Intelligence in Organizations
dc.subjectai-based chatbot
dc.subjectonline experiment
dc.subjectsocial presence
dc.subjecttrust
dc.titleThe Influence of AI-Based Chatbots and Their Design on Users’ Trust and Information Sharing in Online Loan Applications
prism.startingpage5483

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