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Paris Champerret
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AI chatbots are emerging across various fields, with user trust constituting a critical determinant of adoption. However, research examining the influence of trust on behavioral intention toward AI chatbots remains limited. To bridge this gap, this study presented a survey (N = 152) to determine factors influencing AI chatbots usage intention and to examine the roles of cognitive and affective trust. Building upon and extending the UTAUT2 model, perceived anthropomorphism and trust components were added as additional constructs, to examine the factors affecting the user’s behavioral intention of AI chatbots adoption. The validity of the model was confirmed using a partial least squares structural equation modeling technique. The results proved that some UTAUT2 constructs—namely performance expectancy, facilitating conditions, hedonic motivation, habit and social influence—are important determinants of user acceptance of AI chatbots. Besides, cognitive trust significantly influences user’s adoption intention and fully mediates the relationship between perceived anthropomorphism and behavioral intention. Furthermore, a multi-group analysis by gender revealed key factors that affect behavioral intentions differ across male and female groups.
