Chatbots in eyewitness interviews: perceived usefulness and ease of use drive intent to use conversational agent

Purpose This study aims to examine how lay persons’ perceived usefulness and ease of use of chatbots influence their intention to use one in an eyewitness interviewing setting, while considering trait anxiety, trust in police and prior experience in chatbots use. Design/methodology/approach Dutch citizens (N = 183) completed a survey consisting of scales measuring chatbot-related perceived usefulness, chatbot-related perceived ease of use, trait anxiety, trust in the police and prior experience in chatbot use. Findings Perceived usefulness and ease of use were found to significantly influence chatbot use intention during investigative interviews. Social anxiety moderated the relationship between ease of use and chatbot use intention, where higher anxiety reduced the likelihood of adoption. Trust in police and prior experience in chatbot use had no moderating effect. Research limitations/implications Psychological factors play an important part in using technological tools to collect information from eyewitnesses. Further research is needed to explore how other psychological factors and different levels of interaction with chatbots may affect their use in investigative contexts. Practical implications These findings address the importance of perceived use and social anxiety in improving chatbot integration in investigative interviews, enhancing resource efficiency in police work. Social implications This paper highlights that eyewitnesses might display individual preferences based on psychological determinants. Taking these into account may help improve reporting conditions and, therefore, reporting quality. Originality/value This study pioneers the application of the Technology Acceptance Model in the context of chatbot-aided eyewitness interviews, highlighting the crucial role of societal and psychological factors in technology acceptance within legal and investigative settings.