Building user trust in AI chatbots for customer service through human-like cues and perceived reliability

Abstract This qualitative study explores how human-like cues and system competence shape users’ trust and perceptions of reliability in AI-driven chatbot customer service. Data were collected from 28 participants through semi-structured interviews conducted in Pakistan and China. Using thematic anal...

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Autors principals:	Sheng Wang, Noor Fatima, Muhammad Shahbaz, Muhammad Asif
Format:	Artigo
Idioma:	Inglês
Publicat:	Nature Portfolio 2026-02-01
Col·lecció:	Scientific Reports
Matèries:	Chatbot Trust Human-like interaction Customer service Thematic analysis
Accés en línia:	https://doi.org/10.1038/s41598-026-38179-2
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