Establishing Credibility in AI Chatbots: The Importance of Customization, Communication Competency and User Satisfaction
Fong Yee Lee, Tak Jie Chan
Abstract
The study aims to investigate the effects of AI chatbot communication competencies on its credibility.The problems commonly associated with AI chatbots in communication include (i) lack of natural language understanding; (ii) limited contextual understanding; (iii) inability to handle complex queries and (iv) lack of emotional intelligence.These research questions aim to further explore and understand the effects of AI chatbot's communication capabilities on its credibility, considering factors of self-disclosure, empathy, social relaxation, interaction management, assertiveness, altercentrism, expressiveness, supportiveness, immediacy, environmental control, customization, satisfaction and credibility.The methodology involved conducting a survey among 306 respondents who were China Xiaohongshu users to gather data for the study.The research findings underscore the substantial contribution of communication competency to chatbot credibility, thereby emphasizing the ongoing need for continuous improvement in communication skills.Through the enhancement of credibility, chatbots can gain user trust, satisfaction, and acceptance.This research underscores the significance of communication competency in shaping successful chatbot interactions, and it lays the groundwork for future advancements in chatbot development.