A4 Conference proceedings

When Live Chats Make Us Disclose More

Open Access publication

Publication Details

Authors: Sohn Stefanie, Siemon Dominik, Morana Stefan

Publication year: 2021

Language: English

Related journal or series: International Conference On Information Systems

Title of parent publication: Proceedings of the International Conference on Information Systems

Journal acronym: ICIS

ISBN: 978-1-7336325-9-1

ISSN: 1026-1079

JUFO level of this publication: 2

Permanent website address: https://aisel.aisnet.org/icis2021/cyber_security/cyber_security/7/

Social media address: https://www.researchgate.net/publication/354784447_When_Live_Chats_Make_Us_Disclose_More

Open Access: Open Access publication

Location of the parallel saved publication: http://urn.fi/URN:NBN:fi-fe2021102852770


To facilitate a synchronous communication with website users, numerous organizations have started implementing live chats on their websites. The current study asks whether and when the mere presence of live chats affects website users’ disclosure of personal information on a website. The findings of two empirical studies reveal that the mere presence of a live chat on a website decreases the extent of website users’ subsequent self- disclosure. A human-compared to an artificial intelligence (AI)-based live chat reduces the breadth of self-disclosure. These findings offer the various implications for website providers.

Last updated on 2021-08-11 at 09:18