Trust in Conversational Agents: A Systematic Review of the Facilitating Factors

This systematic literature review examined the dynamics and characteristics of trust values in Human-Chatbot interactions. Employing the PRISMA method, this study theoretically explored various dimensions of trust, distinguishing between human-to-human and human-to-chatbot interactions. Furthermore, factors such as Performance, Communication Style, Anthropomorphic Features, Design, and Security were identified as influential in increasing trust among users when interacting with digital agents. These categories have led to the formulation of practical recommendations aimed at aiding system designers in the future.