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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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Principais autores: Sheng Wang, Noor Fatima, Muhammad Shahbaz, Muhammad Asif
Format: Artigo
Sprog:Inglês
Udgivet: Nature Portfolio 2026-02-01
Serier:Scientific Reports
Fag:
Chatbot
Trust
Human-like interaction
Customer service
Thematic analysis
Online adgang:https://doi.org/10.1038/s41598-026-38179-2
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