What Makes Users Trust a Chatbot for Customer Service? An Exploratory Interview Study

By Asbjørn Følstad, Cecilie Bertinussen Nordheim, Cato Alexander Bjørkli. International Conference on Internet Science, 2018

309 citations recorded by the source corpus.

Subfields: Artificial Intelligence, Social Psychology

View Paper: https://www.semanticscholar.org/paper/2c3ad6141f7a7f579a550a644c8482327d809e82

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Artificial Intelligence

1. Eleni Adamopoulou
2. Lefteris Moussiades

In Social Psychology

1. Eleni Adamopoulou
2. Lefteris Moussiades

Citations in the corpus

• An Overview of Chatbot Technology (2020, background): “Machine learning is what gives the capability to customer service chatbots for sentiment detection and also the ability to relate to customers emotionally as human operators do [23].”
• UvA-DARE (Digital Academic Repository) Privacy concerns in chatbot interactions (unknown): “Previous research by F ø lstad et al. [18] showed that customers have a concern for privacy and security when it comes to interactions with chatbots, i.e. they have a need to be provided with a secure online service.”