# Understanding Attitudes and Trust of Generative AI Chatbots for Social Anxiety Support

arXiv: https://arxiv.org/abs/2501.15628 · HTML: https://mlsanity.com/paper/2501.15628/

## Key facts

- Cited by 5 papers in the map (data through 14 Oct 2026).
- First posted on arXiv 26 Jan 2025.

## Built on by (most cited first, 5 of 5)

- [SENSE-7: Taxonomy and Dataset for Measuring User Perceptions of Empathy in Sustained Human-AI Conversations](https://mlsanity.com/paper/2509.16437/) (2025)
- [Collective Voice: Recovered-Peer Support Mediated by An LLM-Based Chatbot for Eating Disorder Recovery](https://mlsanity.com/paper/2509.15289/) (2025)
- [Generative Confidants: How do People Experience Trust in Emotional Support from Generative AI?](https://mlsanity.com/paper/2601.16656/) (2026)
- [Trust Stack for Mental Health AI: A Survey of Calibration across Human, Interaction, and AI Layers](https://mlsanity.com/paper/2604.20166/) (2026)
- [More Than Just Access: Generative AI as Communication Intermediary for Blind and Low-Vision Users](https://mlsanity.com/paper/2609.15696/) (2026)

## Abstract (arXiv)

Social anxiety (SA) has become increasingly prevalent. Traditional coping strategies often face accessibility challenges. Generative AI (GenAI), known for their knowledgeable and conversational capabilities, are emerging as alternative tools for mental well-being. With the increased integration of GenAI, it is important to examine individuals' attitudes and trust in GenAI chatbots' support for SA. Through a mixed-method approach that involved surveys (n = 159) and interviews (n = 17), we found that individuals with severe symptoms tended to trust and embrace GenAI chatbots more readily, valuing their non-judgmental support and perceived emotional comprehension. However, those with milder symptoms prioritized technical reliability. We identified factors influencing trust, such as GenAI chatbots' ability to generate empathetic responses and its context-sensitive limitations, which were particularly important among individuals with SA. We also discuss the design implications and use of GenAI chatbots in fostering cognitive and emotional trust, with practical and design considerations.