Trust-Supporting Design Elements as Signals for AI-Based Chatbots in Customer Service

Abstract

In the present study, different trust factors regarding customers' perceptions of their intention to interact with or without trust-supporting design elements as signals (stimuli) in an artificial intelligence (AI)-based chatbot in customer service are identified. Based on 199 publications, a research model is derived for identifying and evaluating various variables influencing customers' views of their intention to interact with or without trust-supporting design elements as signals (stimuli) in AI-based chatbots in customer service. The research approach of the study model includes the influencing variables of perceived security and traceability, perceived social presence, and trust. A survey with 158 survey participants is used to empirically evaluate the model developed. One of the main findings of this research study is that perceived security and comprehensibility have a significant influence on the usage intention of an AI-based chatbot with trust-supporting design elements as signals (stimuli) in customer service.

The Need for an Interuniversity Master's Program in Industry 4.0 in the Republic of Moldova

“…The adoption of Industry 4.0 technologies allows automotive companies to create new jobs, to meet the needs introduced by the growth of the existing markets, and to introduce new products and services [6].…”