Bits of Trust: How Conversational Agents build customer trust in Brands and Organizations.
This research project aims to help professionals of public and commercial organizations improve their digital services to enhance the customer experience.
- A set of identified trust markers that evoke social responses.
- Method for strategically deploying trust markers.
01 February 2021 - 01 February 2025
The research conducts qualitative and quantitative methods. An experimental and quasi-experimental study will also be carried out. Various companies from the public and commercial sectors are involved in the study.
Collaboration with knowledge partners
Behavioural Science Institute, Radboud University Nijmegen, Aegon Nederland & Conversation Design Institute
Relevance of the project
With in-depth insight into trust markers, customer experience specialists and marketers can make a sound decision about whether or not to use conversational agents as a customer relationship tool.