Trust in the Machine: How Empathy and Exposure Shape Human Engagement with Social Chatbots

As artificial intelligence (AI) systems become increasingly integrated into human interaction, understanding the psychological mechanisms that govern user trust and engagement has become essential. This study investigates the impact of AI exposure and individual empathy levels on trust and engagement with social chatbots, with a focus on generational differences between Millennials and Generation Z. Using a quantitative correlational design, data were collected from 175 digitally literate participants across diverse national and professional backgrounds. Participants completed four validated scales measuring AI exposure, empathy, user engagement, and trust in automated systems. Results indicated a modest positive correlation between AI exposure and trust, a moderate positive correlation between AI exposure and user engagement, and a stong significant negative correlation between empathy and trust in social chatbots. Despite frequent chatbot usage, especially among Generation Z, respondents exhibited reluctance to rely on chatbots for emotional or interpersonal tasks. These findings underscore the importance of human-centered design in AI development and suggest that trust and engagement with AI are shaped by both behavioral exposure and affective disposition. Implications for ethical AI implementation and user-specific system customization are discussed.