The Role of Trust in AI Chatbots

A lot of our exposure to AI has been in pop culture and movies and TV, you know what I mean? And AI has never been a good thing in movies. But for now, the mental models are like bots can be really difficult. The option to speak to a human, I think builds trust in two ways - it communicates that the bot knows its own limits. It also helps customer understand that the company they're dealing with is trustworthy.