Trust as a Situated User State in Social LLM-Based Chatbots: A Longitudinal Study of Snapchat's My AI
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arXiv
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| Autores principales: | , , |
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| Formato: | Preprint |
| Publicado: |
2026
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| _version_ | 1866918466062123008 |
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| author | Landerberg, Annie Flatmo, Kari Said, Alan |
| author_facet | Landerberg, Annie Flatmo, Kari Said, Alan |
| contents | Social chatbots based on large language models are increasingly embedded in everyday platforms, yet how users develop trust in these systems over time remains unclear. We present a four-week longitudinal qualitative survey study (N = 27) of trust formation in Snapchat's My AI, a socially embedded conversational agent. Our findings show that trust is shaped by perceived ability, conversational behavior, human-likeness, transparency, privacy concerns, and trust in the host platform. Trust does not remain stable, but evolves through interaction as users adapt their expectations, refine their prompting strategies, and actively regulate how and when they rely on the system. These processes reflect a continuous negotiation of trust, not a one-time evaluation. While conversational fluency supports engagement, excessive anthropomorphism and limited transparency can undermine trust over time. We synthesize these findings into a conceptual model that frames trust as a dynamic user state shaped by interaction context and expectations, with implications for the design of human-centered and adaptive conversational agents. |
| format | Preprint |
| id |
arxiv_https___arxiv_org_abs_2604_22417 |
| institution | arXiv |
| publishDate | 2026 |
| record_format | arxiv |
| spellingShingle | Trust as a Situated User State in Social LLM-Based Chatbots: A Longitudinal Study of Snapchat's My AI Landerberg, Annie Flatmo, Kari Said, Alan Computers and Society Social chatbots based on large language models are increasingly embedded in everyday platforms, yet how users develop trust in these systems over time remains unclear. We present a four-week longitudinal qualitative survey study (N = 27) of trust formation in Snapchat's My AI, a socially embedded conversational agent. Our findings show that trust is shaped by perceived ability, conversational behavior, human-likeness, transparency, privacy concerns, and trust in the host platform. Trust does not remain stable, but evolves through interaction as users adapt their expectations, refine their prompting strategies, and actively regulate how and when they rely on the system. These processes reflect a continuous negotiation of trust, not a one-time evaluation. While conversational fluency supports engagement, excessive anthropomorphism and limited transparency can undermine trust over time. We synthesize these findings into a conceptual model that frames trust as a dynamic user state shaped by interaction context and expectations, with implications for the design of human-centered and adaptive conversational agents. |
| title | Trust as a Situated User State in Social LLM-Based Chatbots: A Longitudinal Study of Snapchat's My AI |
| topic | Computers and Society |
| url | https://arxiv.org/abs/2604.22417 |