Designing Trust: The formation of employees' trust in Conversational AI in the digital workplace

Lorentsa Gkinko, Amany Elbanna

Research output: Contribution to journalArticlepeer-review

140 Downloads (Pure)


The COVID-19 pandemic accelerated the adoption and use of AI technologies to support the virtualisation of the workplace. While previous research showed that systems’ use critically depends on users’ trust, little is known about the development of trust in AI technologies. This research focuses on an AI chatbot as a type of organisational AI system and asks how and why employees’ trust towards an AI chatbot is formed and sustained. To answer the research questions, we conducted an interpretive single case study of a globalorganisation. The study identifies three types of trust experienced by AI chatbot users – emotional, cognitive and organisational – and develops a framework of experiential and sustained trust formation. It contributes to the information systems literature by demonstrating the critical importance of emotional and organisational trust in complementing cognitive trust, as well as the key design features that promote trust in AI chatbot use it. Impact on research and practice is discussed.
Original languageEnglish
Article number113707
JournalJournal of Business Research
Early online date27 Jan 2023
Publication statusPublished - Mar 2023


  • Artificial Intelligence
  • Conversational AI
  • AI Chatbot
  • Digital Workplace
  • digital transformation
  • Future of Work

Cite this