Familiarity with and Attitudes Towards Chatbots: Findings from a Three-Wave National Surveys of U.S. Adults Before and After ChatGPT

Generative AI technologies like ChatGPT have transformed how people interact with information and services. However, it is unclear (1) what the public knew about chatbots before ChatGPT, (2) how those understandings have evolved, and (3) whether digital divides exist in these understandings. To explore this, we conducted a three-wave national online survey. Wave 1 data were collected just before ChatGPT’s 2022 release; Waves 2 and 3 followed one and two years later. Each wave assessed chatbot familiarity (awareness, use, frequency), and Waves 2 and 3 included generative AI. We also measured trust in, support for, and intentions to use chatbots. We analyzed changes over time and examined differences by age, education, and income. Results suggest that people are more familiar with chatbots post-ChatGPT and use of these technologies is associated with more positive attitudes toward them. We further find evidence of digital divides across age and, increasingly, education and income.