Proceedings of the 4th International Conference on Communication, Language, Education and Social Sciences (CLESS 2023)

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Establishing Credibility in AI Chatbots: The Importance of Customization, Communication Competency and User Satisfaction

Authors
Fong Yee Lee1, *, Tak Jie Chan2
1Taylor’s University, 1, Jln Taylors, 47500, Subang Jaya, Selangor, Malaysia
2Multimedia University, Persiaran Multimedia, 63100, Cyberjaya, Selangor, Malaysia
*Corresponding author. Email: nicolefy.lee@taylors.edu.my
Corresponding Author
Fong Yee Lee
Available Online 25 January 2024.
DOI
10.2991/978-2-38476-196-8_9How to use a DOI?
Keywords
AI Chatbot; Communication Competency; Credibility; Conversational Agent
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.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 4th International Conference on Communication, Language, Education and Social Sciences (CLESS 2023)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
25 January 2024
ISBN
978-2-38476-196-8
ISSN
2352-5398
DOI
10.2991/978-2-38476-196-8_9How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Fong Yee Lee
AU  - Tak Jie Chan
PY  - 2024
DA  - 2024/01/25
TI  - Establishing Credibility in AI Chatbots: The Importance of Customization, Communication Competency and User Satisfaction
BT  - Proceedings of the 4th International Conference on Communication, Language, Education and Social Sciences (CLESS 2023)
PB  - Atlantis Press
SP  - 88
EP  - 106
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-196-8_9
DO  - 10.2991/978-2-38476-196-8_9
ID  - Lee2024
ER  -