What Gets in the Way of Trusting AI Chatbots in the HR practice ?

Sammanfattning

This study focuses on exploring the interplay of different trust types (cognitive, emotional and organizational) as HR professionals adopt and use AI chatbot to enhance their efficiency in their work. The aim is to understand their lived experience and interaction with AI chatbot and identify influencing factors and barriers in the early adoption that shapes human-AI trust within the organizational environment. This research contributes to a much broader understanding on how emotional and organizational factors can act as a filter or barrier for cognitive trust in AI chatbot adoption within the HR department. Further revealing that recalcitrant distrust can significantly limit cognitive trust which impacts sustained integration of AI chatbot in an organization.