Whom Do We Trust ?: A Comparative Study on Reliance between Chatbot and Human Assistance

Conversational agents, such as chatbots, can potentially improve professional lives by streamlining existing workflows. In a recent study, we investigated how people rely on advice from chatbots compared to advice from humans. We found that participants were more likely to follow the advice of a chatbot, with 64% compliance compared to 31% with a human. Our study also showed participants were more engaged when working with a human assistant. These findings have important implications for implementing conversational agents in various settings.