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Modelling user trust in chatbots: the role of anthropomorphic cues and social responses in information services
- Truvace record
- TRV-2026-2698raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Randomized controlled trial
- Sources
- 1 sourcePeer-reviewed
- sha256
- 567e324f7641…check it
Introduction. Chatbots, as an emerging form of information technology, are increasingly integrated into information services worldwide, yet how their anthropomorphic design features shape users’ psychosocial responses remains underexplored. This study builds on the Computers Are Social Actors (CASA) paradigm and examines the effects of chatbots’ anthropomorphic cues on users’ perceived social presence, parasocial interaction, and trust in chatbots. Method. A between-subjects experiment was conducted with 195 par…
The gain
In a randomized experiment with 195 Chinese adults reading a mock emotional-support chat, those shown a human-like chatbot rated its social presence higher (6.00 vs 5.61 on a 7-point scale), and that presence accounted for an indirect rise in their reported trust (indirect effect 0.254).
What this doesn’t fix
Participants only read a scripted, one-shot chat mock-up rather than talking to a live chatbot, and the sample skewed young and female, so the trust effect may not carry over to real, sustained use.
Sources
1 on file- Information Research an international electronic journaldoi:10.47989/ir31261439
Cite this record
v1Truvace Impact Record TRV-2026-2698, v1: “Modelling user trust in chatbots: the role of anthropomorphic cues and social responses in information services.” Truvace, 2026-11-12. /record/TRV-2026-2698 (accessed on the day you copy it). sha256 567e324f76412117…
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