Can emotion AI foster trust in digital platforms? Experimental insights from the sharing economy

This innovative study investigates how Emotion Recognition Artificial Intelligence (ERAI) influences user trust in Sharing Economy (SE) platforms – an emerging and underexplored frontier at the intersection of affective computing, digital trust, and platform governance. Despite the growing adoption of AI, little is known about how ERAI influences perceived trust in SE platforms, and what is the role of emotional connection in this process. Addressing this gap, we conducted a between-subjects experimental study with 320 participants, comparing trust perceptions in ERAI-enabled versus conventional SE platforms. Anchored in trust theory, the Technology Acceptance Model (TAM), and social exchange theory, findings reveal that ERAI significantly increases emotional connection and perceived trustworthiness. A strong positive correlation was observed between emotional engagement and trust. Our results offer critical insights for human–AI interaction, ethics in AI deployment, and responsible platform design. This paper contributes to science, industry, and society by highlighting ERAI's potential to humanise AI-driven platforms and enhance digital trust in the evolving landscape of intelligent technologies. • Fills a research gap on how Emotion AI affects trust in the sharing economy. • Introduces novel experiments using facial emotion recognition AI (ERAI). • ERAI increases trust when perceived as emotionally accurate and human-like. • Trust is shaped not only by outcomes but by AI's perceived ethical behavior. • Provides actionable insights for designing trustworthy AI-driven platforms.