Browsing SINTEF Open by Author "Bjørkli, Cato Alexander"
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An Initial Model of Trust in Chatbots for Customer Service – Findings from a Questionnaire Study
Nordheim, Cecilie Bertinussen; Følstad, Asbjørn; Bjørkli, Cato Alexander (Journal article; Peer reviewed, 2019)Chatbots are predicted to play a key role in customer service. Users’ trust in such chatbots is critical for their uptake. However, there is a lack of knowledge concerning users’ trust in chatbots. To bridge this knowledge ... -
What Makes Users Trust a Chatbot for Customer Service? An Exploratory Interview Study
Følstad, Asbjørn; Nordheim, Cecilie Bertinussen; Bjørkli, Cato Alexander (Journal article; Peer reviewed, 2018)Chatbots are increasingly offered as an alternative source of customer service. For users to take up chatbots for this purpose, it is important that users trust chatbots to provide the required support. However, there is ...