Campus AI vs. Commercial AI: Comparing How Students and Employees Perceive their University's LLM Chatbot vs. ChatGPT

Leon Hannig; Annika Bush; Meltem Aksoy; Tim Trappen; Steffen Becker; Greta Ontrup

doi:10.1145/3772318.3790622

Campus AI vs. Commercial AI: Comparing How Students and Employees Perceive their University's LLM Chatbot vs. ChatGPT

Leon Hannig^*
, Annika Bush
, Meltem Aksoy
, Tim Trappen
, Steffen Becker
, Greta Ontrup

^*Bu çalışma için yazışmadan sorumlu yazar

University of Duisburg-Essen
TU Dortmund University
University Alliance Ruhr
Ruhr University Bochum
Max Planck Institute for Security and Privacy

Araştırma sonucu: Kitap/Rapor/Konferans Bildirisinde Bölüm › Konferans katkısı › bilirkişi

Özet

As the use of Large Language Model (LLM) chatbots by students and researchers becomes more prevalent, universities are pressed to develop AI strategies. One strategy that many universities pursue is to customize pre-trained LLM-as-a-service (LLMaaS) chatbots. While most studies on LLMaaS chatbots prioritize technical adaptations, these systems are often mainly characterized by user-salient front-end customizations, e. g., interface changes. Yet, no existing studies have examined how users perceive such systems compared to commercial LLM chatbots. In a field study, we investigate how students and employees (N = 526) at a German university perceive and use their institution's customized LLMaaS chatbot compared to ChatGPT. Participants using both systems (n = 116) reported greater trust, higher perceived privacy, and less perceived hallucinations with their university's customized LLMaaS chatbot compared to ChatGPT. We discuss implications for research on users' trustworthiness assessment process, and offer guidance for the design and deployment of LLMaaS chatbots.

Orijinal dil	İngilizce
Ana bilgisayar yayını başlığı	CHI 2026 - Proceedings of the 2026 CHI Conference on Human Factors in Computing Systems
Editörler	Nuria Oliver, David A. Shamma, Heloisa Candello, Pablo Cesar, Pedro Lopes, Alessandro Bozzon, Thomas Kosch, Vera Liao, Xiaojuan Ma, Valentino Artizzu, Fiona Draxler, Gustavo Lopez, Anke V. Reinschluessel, Xin Tong, Phoebe O. Toups Dugas
Yayınlayan	Association for Computing Machinery
ISBN (Elektronik)	9798400722783
DOI'lar	https://doi.org/10.1145/3772318.3790622
Yayın durumu	Yayınlandı - 13 Nis 2026
Harici olarak yayınlandı	Evet
Etkinlik	2026 CHI Conference on Human Factors in Computing Systems, CHI 2026 - Barcelona, Spain Süre: 13 Nis 2026 → 17 Nis 2026

Yayın serisi

Adı	Conference on Human Factors in Computing Systems - Proceedings

???event.eventtypes.event.conference???

???event.eventtypes.event.conference???	2026 CHI Conference on Human Factors in Computing Systems, CHI 2026
Ülke/Bölge	Spain
Şehir	Barcelona
Periyot	13/04/26 → 17/04/26

Bibliyografik not

Publisher Copyright:
© 2026 Copyright held by the owner/author(s).

Belgeye Erişim

10.1145/3772318.3790622

Diğer Dosyalar ve Linkler

Link to publication in Scopus

Alıntı Yap

Hannig, L., Bush, A., Aksoy, M., Trappen, T., Becker, S., & Ontrup, G. (2026). Campus AI vs. Commercial AI: Comparing How Students and Employees Perceive their University's LLM Chatbot vs. ChatGPT. In N. Oliver, D. A. Shamma, H. Candello, P. Cesar, P. Lopes, A. Bozzon, T. Kosch, V. Liao, X. Ma, V. Artizzu, F. Draxler, G. Lopez, A. V. Reinschluessel, X. Tong, & P. O. Toups Dugas (Eds.), CHI 2026 - Proceedings of the 2026 CHI Conference on Human Factors in Computing Systems Makale 965 (Conference on Human Factors in Computing Systems - Proceedings ). Association for Computing Machinery. https://doi.org/10.1145/3772318.3790622

Hannig, Leon ; Bush, Annika ; Aksoy, Meltem et al. / Campus AI vs. Commercial AI : Comparing How Students and Employees Perceive their University's LLM Chatbot vs. ChatGPT. CHI 2026 - Proceedings of the 2026 CHI Conference on Human Factors in Computing Systems. editör / Nuria Oliver ; David A. Shamma ; Heloisa Candello ; Pablo Cesar ; Pedro Lopes ; Alessandro Bozzon ; Thomas Kosch ; Vera Liao ; Xiaojuan Ma ; Valentino Artizzu ; Fiona Draxler ; Gustavo Lopez ; Anke V. Reinschluessel ; Xin Tong ; Phoebe O. Toups Dugas. Association for Computing Machinery, 2026. (Conference on Human Factors in Computing Systems - Proceedings ).

@inproceedings{948591cb2a7242e5bd1df4f20ea8b5e7,

title = "Campus AI vs. Commercial AI: Comparing How Students and Employees Perceive their University's LLM Chatbot vs. ChatGPT",

abstract = "As the use of Large Language Model (LLM) chatbots by students and researchers becomes more prevalent, universities are pressed to develop AI strategies. One strategy that many universities pursue is to customize pre-trained LLM-as-a-service (LLMaaS) chatbots. While most studies on LLMaaS chatbots prioritize technical adaptations, these systems are often mainly characterized by user-salient front-end customizations, e. g., interface changes. Yet, no existing studies have examined how users perceive such systems compared to commercial LLM chatbots. In a field study, we investigate how students and employees (N = 526) at a German university perceive and use their institution's customized LLMaaS chatbot compared to ChatGPT. Participants using both systems (n = 116) reported greater trust, higher perceived privacy, and less perceived hallucinations with their university's customized LLMaaS chatbot compared to ChatGPT. We discuss implications for research on users' trustworthiness assessment process, and offer guidance for the design and deployment of LLMaaS chatbots.",

keywords = "Customization, Hallucinations, Large Language Models as-a-Service (LLMaaS), Trust, University",

author = "Leon Hannig and Annika Bush and Meltem Aksoy and Tim Trappen and Steffen Becker and Greta Ontrup",

note = "Publisher Copyright: {\textcopyright} 2026 Copyright held by the owner/author(s).; 2026 CHI Conference on Human Factors in Computing Systems, CHI 2026 ; Conference date: 13-04-2026 Through 17-04-2026",

year = "2026",

month = apr,

day = "13",

doi = "10.1145/3772318.3790622",

language = "English",

series = "Conference on Human Factors in Computing Systems - Proceedings ",

publisher = "Association for Computing Machinery",

editor = "Nuria Oliver and Shamma, \{David A.\} and Heloisa Candello and Pablo Cesar and Pedro Lopes and Alessandro Bozzon and Thomas Kosch and Vera Liao and Xiaojuan Ma and Valentino Artizzu and Fiona Draxler and Gustavo Lopez and Reinschluessel, \{Anke V.\} and Xin Tong and \{Toups Dugas\}, \{Phoebe O.\}",

booktitle = "CHI 2026 - Proceedings of the 2026 CHI Conference on Human Factors in Computing Systems",

}

Hannig, L, Bush, A, Aksoy, M, Trappen, T, Becker, S & Ontrup, G 2026, Campus AI vs. Commercial AI: Comparing How Students and Employees Perceive their University's LLM Chatbot vs. ChatGPT. in N Oliver, DA Shamma, H Candello, P Cesar, P Lopes, A Bozzon, T Kosch, V Liao, X Ma, V Artizzu, F Draxler, G Lopez, AV Reinschluessel, X Tong & PO Toups Dugas (eds), CHI 2026 - Proceedings of the 2026 CHI Conference on Human Factors in Computing Systems., 965, Conference on Human Factors in Computing Systems - Proceedings , Association for Computing Machinery, 2026 CHI Conference on Human Factors in Computing Systems, CHI 2026, Barcelona, Spain, 13/04/26. https://doi.org/10.1145/3772318.3790622

Campus AI vs. Commercial AI: Comparing How Students and Employees Perceive their University's LLM Chatbot vs. ChatGPT. / Hannig, Leon; Bush, Annika; Aksoy, Meltem et al.
CHI 2026 - Proceedings of the 2026 CHI Conference on Human Factors in Computing Systems. ed. / Nuria Oliver; David A. Shamma; Heloisa Candello; Pablo Cesar; Pedro Lopes; Alessandro Bozzon; Thomas Kosch; Vera Liao; Xiaojuan Ma; Valentino Artizzu; Fiona Draxler; Gustavo Lopez; Anke V. Reinschluessel; Xin Tong; Phoebe O. Toups Dugas. Association for Computing Machinery, 2026. 965 (Conference on Human Factors in Computing Systems - Proceedings ).

Araştırma sonucu: Kitap/Rapor/Konferans Bildirisinde Bölüm › Konferans katkısı › bilirkişi

TY - GEN

T1 - Campus AI vs. Commercial AI

T2 - 2026 CHI Conference on Human Factors in Computing Systems, CHI 2026

AU - Hannig, Leon

AU - Bush, Annika

AU - Aksoy, Meltem

AU - Trappen, Tim

AU - Becker, Steffen

AU - Ontrup, Greta

PY - 2026/4/13

Y1 - 2026/4/13

N2 - As the use of Large Language Model (LLM) chatbots by students and researchers becomes more prevalent, universities are pressed to develop AI strategies. One strategy that many universities pursue is to customize pre-trained LLM-as-a-service (LLMaaS) chatbots. While most studies on LLMaaS chatbots prioritize technical adaptations, these systems are often mainly characterized by user-salient front-end customizations, e. g., interface changes. Yet, no existing studies have examined how users perceive such systems compared to commercial LLM chatbots. In a field study, we investigate how students and employees (N = 526) at a German university perceive and use their institution's customized LLMaaS chatbot compared to ChatGPT. Participants using both systems (n = 116) reported greater trust, higher perceived privacy, and less perceived hallucinations with their university's customized LLMaaS chatbot compared to ChatGPT. We discuss implications for research on users' trustworthiness assessment process, and offer guidance for the design and deployment of LLMaaS chatbots.

AB - As the use of Large Language Model (LLM) chatbots by students and researchers becomes more prevalent, universities are pressed to develop AI strategies. One strategy that many universities pursue is to customize pre-trained LLM-as-a-service (LLMaaS) chatbots. While most studies on LLMaaS chatbots prioritize technical adaptations, these systems are often mainly characterized by user-salient front-end customizations, e. g., interface changes. Yet, no existing studies have examined how users perceive such systems compared to commercial LLM chatbots. In a field study, we investigate how students and employees (N = 526) at a German university perceive and use their institution's customized LLMaaS chatbot compared to ChatGPT. Participants using both systems (n = 116) reported greater trust, higher perceived privacy, and less perceived hallucinations with their university's customized LLMaaS chatbot compared to ChatGPT. We discuss implications for research on users' trustworthiness assessment process, and offer guidance for the design and deployment of LLMaaS chatbots.

KW - Customization

KW - Hallucinations

KW - Large Language Models as-a-Service (LLMaaS)

KW - Trust

KW - University

UR - https://www.scopus.com/pages/publications/105038728125

U2 - 10.1145/3772318.3790622

DO - 10.1145/3772318.3790622

M3 - Conference contribution

AN - SCOPUS:105038728125

T3 - Conference on Human Factors in Computing Systems - Proceedings

BT - CHI 2026 - Proceedings of the 2026 CHI Conference on Human Factors in Computing Systems

A2 - Oliver, Nuria

A2 - Shamma, David A.

A2 - Candello, Heloisa

A2 - Cesar, Pablo

A2 - Lopes, Pedro

A2 - Bozzon, Alessandro

A2 - Kosch, Thomas

A2 - Liao, Vera

A2 - Ma, Xiaojuan

A2 - Artizzu, Valentino

A2 - Draxler, Fiona

A2 - Lopez, Gustavo

A2 - Reinschluessel, Anke V.

A2 - Tong, Xin

A2 - Toups Dugas, Phoebe O.

PB - Association for Computing Machinery

Y2 - 13 April 2026 through 17 April 2026

ER -

Hannig L, Bush A, Aksoy M, Trappen T, Becker S, Ontrup G. Campus AI vs. Commercial AI: Comparing How Students and Employees Perceive their University's LLM Chatbot vs. ChatGPT. In Oliver N, Shamma DA, Candello H, Cesar P, Lopes P, Bozzon A, Kosch T, Liao V, Ma X, Artizzu V, Draxler F, Lopez G, Reinschluessel AV, Tong X, Toups Dugas PO, editörler, CHI 2026 - Proceedings of the 2026 CHI Conference on Human Factors in Computing Systems. Association for Computing Machinery. 2026. 965. (Conference on Human Factors in Computing Systems - Proceedings ). doi: 10.1145/3772318.3790622

Campus AI vs. Commercial AI: Comparing How Students and Employees Perceive their University's LLM Chatbot vs. ChatGPT

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