Explaining the Wait
How Justifying Chatbot Response Delays Impact User Trust
Zhengquan Zhang (Student TU Delft)
Konstantinos Tsiakas (TU Delft - Human Technology Relations)
Christina Schneegass (TU Delft - Human Technology Relations)
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Abstract
In human communication, responding to a question very slowly or quickly influences our trust in the answer. As chatbots evolve to increasingly mimic human speech, response speed can be artificially varied to create certain impressions on users. However, studies remain inconclusive, potentially due to the absence of contextual cues that allow for interpretation of the delay. Thus, this study explores textual explanations that justify the instant and dynamic – dependent on answer length – response delays. We derive five design variations based on prior work and evaluate their impact on the chatbot’s perceived social presence and transparency (N = 10). In a between-subject online study (N = 194), we then evaluate the influence of the highest-rated justification on users’ perceptions of chatbot transparency, social presence, and trust for the two delay conditions. Results demonstrate that while such justifications enhance perceived transparency and trust in the immediate response scenario, they show no effect in the dynamic delay context.
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