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Privacy and empathy in AI chatbots: A dual-route analysis of cognitive and emotional trust in financial services
- Truvace record
- TRV-2026-2687raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
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Trust remains a critical barrier to the adoption of artificial intelligence (AI) chatbots in financial services, yet extant research has not systematically examined how distinct communication strategies differentially shape cognitive and emotional trust. Grounded in Dual Process Theory and enriched by Theory of Mind, this study investigates how privacy communication and empathetic language influence users’ trust formation through complementary cognitive (System 2) and affective (System 1) pathways. Privacy commu…
The gain
In a 163-participant experiment with a GPT-based investment chatbot in a simulated banking scenario, privacy communication raised cognitive trust and empathetic language raised emotional trust.
What this doesn’t fix
The experiment ran in a simulated banking scenario with 163 participants, so the results do not show how trust would change with real customers and real money.
Sources
1 on file- Journal of Global Scholars of Marketing Sciencedoi:10.1080/21639159.2026.2660934
Cite this record
v1Truvace Impact Record TRV-2026-2687, v1: “Privacy and empathy in AI chatbots: A dual-route analysis of cognitive and emotional trust in financial services.” Truvace, 2026-11-12. /record/TRV-2026-2687 (accessed on the day you copy it). sha256 256c44ac1ef251ab…
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