consumers may perceivethe text-based chatbots as more trustworthy if they are empathetic and customer-friendlyduring the interaction with the chatbots.
And lastly, in short, this implies empathetic and warm chatbots in effect build trust with humans and thus more likely to be reused and referred to.
Empathy of the text-based chatbot is positively related to consumers’ trust towardthe chatbot
When a chatbot is empathetic, it's not just being nice for niceness' sake — it actually builds people's trust. This illustrates how emotional design isn't really about vibes; it affects how comfortable users are while interacting. That is, care = credibility in online convos.
A key issue is the role of empathic communications in forming trusting relationships (Pr eece, 1998).
It's depressing to see that this fundamental problem of the early web seemingly has seen almost no progress in almost a quarter of a century.
Conspiracy Theories And Winter Wellbeing: The Week’s Best Psychology Links. (2020, October 2). Research Digest. https://digest.bps.org.uk/2020/10/02/conspiracy-theories-and-winter-wellbeing-the-weeks-best-psychology-links/