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Author Elaine Scougal, Michael Crabb, Gemma Webster, Phil Day, Andrew Smith |
| Abstract As automation reshapes customer service, technology providers are investigating the use of AI-driven avatars to enhance ATM interactions in the financial sector. This study examines the influence of trust and transparency on user acceptance of avatar-mediated financial interfaces. Findings from a qualitative evaluation show that users trust avatars for low-risk, routine tasks but require visible accountability, clear AI communication, and the option to hand over to a human for complex interactions. |
