Trust or no trust in chatbots: a dilemma of millennial

Abstract The chapter empirically investigates what dilemma millennials have regarding the perception of trust while interacting with chatbots and how the perception of trust can be measured in terms of this research context. The major findings of the study are that millennials’ perception of trust has been measured in two dimensions. The first dimension of trust is cognitive-based trust which represented that “we choose whom we will trust in which respect and under what circumstances, and we base the choice on what we take to be ‘good reasons, constituting evidence of trust-worthiness’ conversing with the chatbot.” The second dimension is affect-based trust “which is made by emotional bonds between individuals that go beyond a regular business or professional relationship.” So, it is recommended for the organizations to implement chatbots in their premises for the initial interaction with the millennials.