Why do we Trust Chatbots? From Normative Principles to Behavioral Drivers
Current user trust in chatbots often stems from cognitive biases induced by interaction design, conflating normative trust with behavioral trust and thereby obscuring ethical and cognitive issues inherent in human–AI interaction. This study draws on cognitive psychology and human–computer interaction analysis to clearly distinguish these two forms of trust for the first time. It proposes a novel conceptualization of chatbots as “highly skilled sales agents” operating with organizational objectives. Rather than relying on specific algorithms, the work develops a conceptual framework that elucidates how design strategies shape user trust, offering a theoretical foundation for understanding trust formation mechanisms. The study further calls for the development of mechanisms that support users in appropriately calibrating their trust in conversational AI systems.