Privacy concerns in chatbot interactions: when to trust and when to worry

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dc.contributor.authorBelen Saglam, Rahime
dc.contributor.authorNurse, Jason R. C.
dc.contributor.authorHodges, Duncan
dc.date.accessioned2021-07-30T10:31:46Z
dc.date.available2021-07-30T10:31:46Z
dc.date.issued2021-07-03
dc.description.abstractThrough advances in their conversational abilities, chatbots have started to request and process an increasing variety of sensitive personal information. The accurate disclosure of sensitive information is essential where it is used to provide advice and support to users in the healthcare and finance sectors. In this study, we explore users’ concerns regarding factors associated with the use of sensitive data by chatbot providers. We surveyed a representative sample of 491 British citizens. Our results show that the user concerns focus on deleting personal information and concerns about their data’s inappropriate use. We also identified that individuals were concerned about losing control over their data after a conversation with conversational agents. We found no effect from a user’s gender or education but did find an effect from the user’s age, with those over 45 being more concerned than those under 45. We also considered the factors that engender trust in a chatbot. Our respondents’ primary focus was on the chatbot’s technical elements, with factors such as the response quality being identified as the most critical factor. We again found no effect from the user’s gender or education level; however, when we considered some social factors (e.g. avatars or perceived ‘friendliness’), we found those under 45 years old rated these as more important than those over 45. The paper concludes with a discussion of these results within the context of designing inclusive, digital systems that support a wide range of users.en_UK
dc.identifier.citationBelen Saglam R, Nurse JRC, Hodges D. (2021) Privacy concerns in chatbot interactions: when to trust and when to worry. In: HCI International 2021 - Posters. HCII 2021, 24-29 July 2021. Communications in Computer and Information Science, Volume 1420, pp. 391-399en_UK
dc.identifier.isbn978-3-030-78641-0
dc.identifier.urihttps://doi.org/10.1007/978-3-030-78642-7_53
dc.identifier.urihttp://dspace.lib.cranfield.ac.uk/handle/1826/16953
dc.language.isoenen_UK
dc.publisherSpringeren_UK
dc.rightsAttribution-NonCommercial 4.0 International*
dc.rights.urihttp://creativecommons.org/licenses/by-nc/4.0/*
dc.subjectArtificial intelligenceen_UK
dc.subjectChatbotsen_UK
dc.subjectConversational agentsen_UK
dc.subjectData privacyen_UK
dc.subjectTrusten_UK
dc.subjectPersonal informationen_UK
dc.subjectHuman factorsen_UK
dc.titlePrivacy concerns in chatbot interactions: when to trust and when to worryen_UK
dc.typeConference paperen_UK

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