Exploring the Influence of AI-Chatbots on Consumer Trust and Loyalty in a Cross-Cultural Environment: a Systematic Literature Review

EasyChair Preprint 15227

Abstract

AI-powered virtual chatbots are transforming the way businesses communicate with their customers, offering round the clock support and personalized experiences. These artificial intelligence bots are progressively implemented in handling relationship with customers, user engagement and customised services. However, the influence of AI-chatbots on consumer trust and loyalty, particularly in a cross-cultural environment is relatively untapped. The research aims to perform a systematic review of existing literature to explore the impact of AI chatbots on these two crucial factors across various cultural contexts.

A systematic literature review will be undertaken in order to explore comprehensively into the area. A structured search will be conducted in major academic databases, including Scopus, Web of Science, and Google Scholar, using keywords such as "AI-chatbots," "consumer trust," "consumer loyalty," and "cross-cultural." The inclusion criteria will prioritize research articles and industry reports published within the past decade. The study will document the selection process following PRISMA guidelines. 

 It was observed that consumers from individualistic cultures may prioritize efficiency and personalization (Patrizi et al., 2024), while those from collectivist cultures may value empathy and relationship-building in chatbot interactions

Keyphrases: AI chatbots, consumer loyalty, consumer trust, cross-cultural environment

@booklet{EasyChair:15227,
  author    = {Khushboo Rawat and Shumank Deep and Akriti Sachan and Anjali Rai},
  title     = {Exploring the Influence of AI-Chatbots on Consumer Trust and Loyalty in a Cross-Cultural Environment: a Systematic Literature Review},
  howpublished = {EasyChair Preprint 15227},
  year      = {EasyChair, 2024}}