Abstract
Recent AI advances and the emergence of generative pre-trained transformers (ChatGPTs) have driven interest in chatbots across industries, providing highly personalized services. When chatbots request personal information for customization, sensitivity is crucial. This study explores the best-suited persona types for chatbot recommendations and reservations, based on whether personal information is requested. An online survey was conducted with two scenarios (hospital, real estate) for participants to experience. Results revealed main effects of chatbot persona on trust and intimacy, and personal information requests on trust. Interaction effects were found for trust, intimacy, perceived competence, and usefulness. This study's significance lies in empirically validating chatbot persona types amid diverse contexts.
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