‘Are You OK?’ Students’ Trust in a Chatbot Providing Support Opportunities

Abstract Chatbots show promise as a novel way to provide support students. However, central issue with new technologies such chatbots is whether students trust the technology. In present study, we use chatbot proactively offer academic and non-academic (N = 274) in Finnish vocational education training (VET) organization. Students responded very high response rate (86%), almost one-fifth (19%) of respondents disclosed need for support. Survey subset participants 49) showed satisfactory (total score 71% measured by human-computer scale) satisfaction (average 3.83 five-point customer instrument) chatbot. Trust was positively correlated well students’ likelihood respond Our results that this kind approach applicable recognizing latent needs Future studies should target formation more detail cultural differences trusting chatbots.