Paper Type

Complete

Abstract

Generative AI chatbots are increasingly used in customer service, where users may need to share personal information during service interactions. This paper examines trust in the GenAI chatbot as the focal object of trust and investigates how competence, benevolence, integrity, and trusting stance shape trusting intention. It also tests whether trusting intention predicts intention to share personal information. Survey data from employees of a telecommunications company in France were analyzed using regression techniques. The results show that all four trust dimensions positively influence trusting intention, and trusting intention positively predicts disclosure intention. The findings suggest that trust in GenAI customer service chatbots is shaped by both perceived system qualities and user predispositions. The results are most relevant to digitally experienced professionals and highlight the need to consider trust, disclosure sensitivity, and service context when evaluating GenAI chatbot adoption.

Paper Number

1996

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Aug 15th, 12:00 AM

Trust Formation and Information Disclosure in Generative AI Chatbots for Customer Service

Generative AI chatbots are increasingly used in customer service, where users may need to share personal information during service interactions. This paper examines trust in the GenAI chatbot as the focal object of trust and investigates how competence, benevolence, integrity, and trusting stance shape trusting intention. It also tests whether trusting intention predicts intention to share personal information. Survey data from employees of a telecommunications company in France were analyzed using regression techniques. The results show that all four trust dimensions positively influence trusting intention, and trusting intention positively predicts disclosure intention. The findings suggest that trust in GenAI customer service chatbots is shaped by both perceived system qualities and user predispositions. The results are most relevant to digitally experienced professionals and highlight the need to consider trust, disclosure sensitivity, and service context when evaluating GenAI chatbot adoption.