Exploring User Trust in AI-Powered Chatbots: A Study on Transparency and Usability

This study explores the effect of transparency on human user trust and usability of AI chatbots, one of the core mechanisms that constitute human-AI interaction. Previous work has studied the way transparency can enhance building trust, but the relationship between transparency and usability has not been well studied. Therefore to fill this gap researchers compared user experiences with chatbots in its transparent and non-transparent versions. The findings reveal that while transparency, including clear privacy policies, can enhance user understanding and trust, it can also negatively impact usability. The contribution of this study lies in the balance between information provision and user experience to form AI chatbot that are not only informative but are also user friendly.