Trust in AI chatbots: A systematic review

Open Webpage

Sheryl Wei Ting Ng, Renwen Zhang

Published: 01 Jan 2025, Last Modified: 20 Feb 2025Telematics Informatics 2025EveryoneRevisionsBibTeXCC BY-SA 4.0
Abstract: Highlights•An analysis of 40 articles reveals significant variations in how trust in AI chatbots is conceptualized and operationalized.•Trust is defined across four themes: trustor’s behavior and emotions, trustee’s attributes, and situational circumstances.•Most studies rely on cross-sectional surveys, with a notable lack of longitudinal studies.•Predictors of trust are categorized into user, machine, interaction, social, and context-related factors.•Outcomes of trust in AI chatbots encompass affective, relational, behavioral, cognitive, and psychological effects.