Balancing Human Touch in AI: Enhancing Trust with Chatbots

Research by the Goa Institute of Management reveals that a balanced human-like design in AI chatbots enhances customer trust and comfort. Excessive human resemblance in AI can create discomfort. The study, published in the International Journal of Consumer Studies, explores how AI design impacts consumer interactions across various industries.

A study by the Goa Institute of Management highlights the importance of balancing human-like design in AI chatbots to improve customer trust and comfort. Excessively human-like AI can lead to discomfort among users, according to the research findings.

The collaborative study with Cochin University of Science and Technology evaluated consumer behavior towards AI-enabled service agents, such as chatbots and digital assistants. The research aims to understand consumer perceptions and interactions with AI in everyday services.

The detailed findings, based on an analysis of 157 peer-reviewed articles, provide a framework for designing AI that considers consumer traits and service contexts to enhance engagement and satisfaction. This study offers insights for industries like hospitality, retail, and banking to responsibly integrate AI into customer-facing roles.

(With inputs from agencies.)