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Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers

Business

Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers

J. D. Andrés-sánchez and J. Gené-albesa

Discover the findings of Jorge de Andrés-Sánchez and Jaume Gené-Albesa, who explored insurance customers' acceptance of chatbots for policy management. Their research reveals that trust plays a vital role in shaping users' attitudes towards chatbot assistance, underlining the need for better chatbot utility and simplicity to boost acceptance.

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