Paper Type
ERF
Abstract
The increasing reliance on AI-driven conversational agents has transformed customer interactions, with chatbots playing a crucial role in service accessibility and personalized experiences. However, effective of personalization is contingent on customers’ willingness to engage in self-disclosure, influenced by perceived social presence and trust. This study examines how verbal anthropomorphic cues, specifically humor, impact users’ perception of social presence, trust, and self-disclosure within chatbot interactions. Grounded in Social Presence Theory (SPT) and the Stimulus-Organism-Response (S-O-R) framework, we propose a between-subjects experimental design to investigate these effects. This research contributes to theoretical advancements and practical applications in digital marketing and AI-human interaction.
Paper Number
2238
Recommended Citation
Afrouzi, Amirreza and Farivar, Samira, "Humanizing Chatbots: The Impact of Verbal and Non-Verbal Cues on Social Presence, Trust, and Self-Disclosure" (2025). AMCIS 2025 Proceedings. 18.
https://aisel.aisnet.org/amcis2025/sig_hci/sig_hci/18
Humanizing Chatbots: The Impact of Verbal and Non-Verbal Cues on Social Presence, Trust, and Self-Disclosure
The increasing reliance on AI-driven conversational agents has transformed customer interactions, with chatbots playing a crucial role in service accessibility and personalized experiences. However, effective of personalization is contingent on customers’ willingness to engage in self-disclosure, influenced by perceived social presence and trust. This study examines how verbal anthropomorphic cues, specifically humor, impact users’ perception of social presence, trust, and self-disclosure within chatbot interactions. Grounded in Social Presence Theory (SPT) and the Stimulus-Organism-Response (S-O-R) framework, we propose a between-subjects experimental design to investigate these effects. This research contributes to theoretical advancements and practical applications in digital marketing and AI-human interaction.
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