  Through advances in their conversational abilities, chatbots have started to
request and process an increasing variety of sensitive personal information.
The accurate disclosure of sensitive information is essential where it is used
to provide advice and support to users in the healthcare and finance sectors.
In this study, we explore users' concerns regarding factors associated with the
use of sensitive data by chatbot providers. We surveyed a representative sample
of 491 British citizens. Our results show that the user concerns focus on
deleting personal information and concerns about their data's inappropriate
use. We also identified that individuals were concerned about losing control
over their data after a conversation with conversational agents. We found no
effect from a user's gender or education but did find an effect from the user's
age, with those over 45 being more concerned than those under 45. We also
considered the factors that engender trust in a chatbot. Our respondents'
primary focus was on the chatbot's technical elements, with factors such as the
response quality being identified as the most critical factor. We again found
no effect from the user's gender or education level; however, when we
considered some social factors (e.g. avatars or perceived 'friendliness'), we
found those under 45 years old rated these as more important than those over
45. The paper concludes with a discussion of these results within the context
of designing inclusive, digital systems that support a wide range of users.
