The Impact of Consent Management in Influencing Intention to Use Anthropomorphized Chatbot
(A2023-114300)

AUTHORS

Robin Robin, Oxford Brookes University; Maheshan De Silva Kanakaratne, Oxford Brookes University; Cammy Crolic, Saïd Business School, University of Oxford

ABSTRACT

Consent management (CM) refers to the process where organizations obtain user consent before processing personal data. Despite the increasing prevalence of user-chatbot interactions, there is a lack of research on how CM influences user intention to interact with a chatbot. This is the first out of a series of studies investigating how the clarity of notice and choice in CM influences user intention to use an anthropomorphized chatbot. We carried out a pretest for the avatar of the chatbot, anthropomorphism and CM, before conducting a 2 (clear vs limited CM) x 2 (anthropomorphized chatbot vs non-anthropomorphized chatbot) between-subjects experiment. We found that when CM is limited, people are more likely to want to interact with a non-anthropomorphized chatbot versus an anthropomorphized chatbot. When CM is clear, people are more likely to want to interact with an anthropomorphized chatbot.