Determinants Affecting Consumer Trust in Communication With AI Chatbots

This paper summarized the factors that influence consumers' trust in AI chatbots and divided it into chatbot-related (expertise, anthropomorphism, responsiveness, ease of use), company-related (perceived risk, brand trust, human support), consumer-related (privacy concerns). research attempts to explore mechanism human-AI formation answer question how promote chatbots. The results found anthropomorphism) positively affect factor (brand trust) affects chatbots, perceived risk negatively Privacy concerns have a moderating effect on factors. study helps deepen understanding communication constructs basic model provides insights for e-commerce enterprises improve enhance consumer trust.