Trust through words: The systemize-empathize-effect of language in task-oriented conversational agents

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Sabine Brunswicker, Yifan Zhang, Christopher Rashidian, Dan W. Linna Jr.

Published: 2025, Last Modified: 30 May 2026Comput. Hum. Behav. 2025EveryoneRevisionsBibTeXCC BY-SA 4.0
Abstract: Highlights•AI verbal design impacts user interaction through S–E (Systemizing–Empathizing) mechanisms.•Users with different systemizing/empathizing traits show varied trust levels in AI.•Systemizing–focused chatbots reduce users’ mental workload.•Empathetic language in chatbots builds trust.•Angry users respond negatively to empathetic chatbots (uncanny valley effect).