Ebru Kuz­gun

I investigate how digital technologies, particularly AI, transform the way consumers communicate with companies and shape their behaviour. My research explores how interactions with service robots, chatbots, and virtual agents influence trust, satisfaction, and decision-making, and what this means for organisations seeking meaningful relationships in the digital era. 

I address the societal challenge of making consumer technologies human, transparent, and trustworthy. By uncovering the psychological mechanisms behind consumer/AI interactions, I provide insights that help businesses create experiences that are not only efficient but also empathetic and engaging. 

Ultimately, my vision is to guide companies in harnessing AI responsibly so that technology enhances rather than replaces human connection. In doing so, I aim to support organisations in building consumer relationships that are both future-oriented and socially sustainable.