English (United Kingdom)

https://curated-unify.zendy.io/wp-json/zendy-region/v1/featured_content/oa?rat=en

https://curated-unify.zendy.io/wp-json/zendy-region/v1/highlighted_journal/

Global: Zendy Plus annual

Presents the access of premium content as premium feature

Premium Content

Presents the keyphrase highlighting as premium feature

Keyphrase Highlighting

Presents the summarisation as premium feature

Summarisation

Insights

Presents the pdf analysis as premium feature

PDF Analysis

Presents the zaia usage as premium feature

ZAIA

Global: Zendy Plus monthly

Global: Zendy Tools annual

Global: Zendy Tools monthly

Global: Zendy Free Plan

FinBots are chatbots built on automated decision technology, aimed tofacilitate accessible banking and to support customers in making financialdecisions. Chatbots are increasing in prevalence, sometimes even equipped tomimic human social rules, expectations and norms, decreasing the necessity forhuman-to-human interaction. As banks and financial advisory platforms movetowards creating bots that enhance the current state of consumer trust andadoption rates, we investigated the effects of chatbot vignettes with andwithout socio-emotional features on intention to use the chatbot for financialsupport purposes. We conducted a between-subject online experiment with N = 410participants. Participants in the control group were provided with a vignettedescribing a secure and reliable chatbot called XRO23, whereas participants inthe experimental group were presented with a vignette describing a secure andreliable chatbot that is more human-like and named Emma. We found that VignetteEmma did not increase participants' trust levels nor lowered their privacyconcerns even though it increased perception of social presence. However, wefound that intention to use the presented chatbot for financial support waspositively influenced by perceived humanness and trust in the bot. Participantswere also more willing to share financially-sensitive information such asaccount number, sort code and payments information to XRO23 compared to Emma -revealing a preference for a technical and mechanical FinBot in informationsharing. Overall, this research contributes to our understanding of theintention to use chatbots with different features as financial technology, inparticular that socio-emotional support may not be favoured when designedindependently of financial function.

Simulating the Effects of Social Presence on Trust, Privacy Concerns & Usage Intentions in Automated Bots for Finance