Cristin-resultat-ID: 1720205
Sist endret: 4. mars 2020 14:01
NVI-rapporteringsår: 2019
Resultat
Vitenskapelig artikkel
2019

An initial model of trust in chatbots for customer service – Findings from a questionnaire study

Bidragsytere:
  • Cecilie Bertinussen Nordheim
  • Asbjørn Følstad og
  • Cato Alexander Bjørkli

Tidsskrift

Interacting with computers
ISSN 0953-5438
e-ISSN 1873-7951
NVI-nivå 2

Om resultatet

Vitenskapelig artikkel
Publiseringsår: 2019
Publisert online: 2019
Volum: 31
Hefte: 3
Sider: 317 - 335
Open Access

Importkilder

Scopus-ID: 2-s2.0-85075060593

Beskrivelse Beskrivelse

Tittel

An initial model of trust in chatbots for customer service – Findings from a questionnaire study

Sammendrag

Chatbots are predicted to play a key role in customer service. Users’ trust in such chatbots is critical for their uptake. However, there is a lack of knowledge concerning users’ trust in chatbots. To bridge this knowledge gap, we present a questionnaire study (N = 154) that investigated factors of relevance for trust in customer service chatbots. The study included two parts: an explanatory investigation of the relative importance of factors known to predict trust from the general literature on interactive systems and an exploratory identification of other factors of particular relevance for trust in chatbots. The participants were recruited as part of their dialogue with one of four chatbots for customer service. Based on the findings, we propose an initial model of trust in chatbots for customer service, including chatbot-related factors (perceived expertise and responsiveness), environment-related factors (risk and brand perceptions), and user-related factors (propensity to trust technology).

Bidragsytere

Cecilie Bertinussen Nordheim

  • Tilknyttet:
    Forfatter
    ved Psykologisk institutt ved Universitetet i Oslo

Asbjørn Følstad

  • Tilknyttet:
    Forfatter
    ved Software and Service Innovation ved SINTEF AS
Aktiv cristin-person

Cato Alexander Bjørkli

  • Tilknyttet:
    Forfatter
    ved Psykologisk institutt ved Universitetet i Oslo
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