What Users Think of Generative AI: A Cross-Platform NLP Analysis of Trust and Friction in App Store Reviews
Generative AI (GenAI) applications have achieved rapid consumer adoption, yet little large-scale research examines user-perceived quality, trust, and adoption barriers. We present one of the first cross-application analyses of app store reviews for six major GenAI applications (ChatGPT, Gemini, Microsoft Copilot, Claude, DeepSeek, and Perplexity), comprising 17,012 English-language reviews from Google Play and the Apple App Store. We combine BERTopic topic modeling with RoBERTa sentiment classification and evaluate cross-application differences using chi-square, Kruskal-Wallis, and multinomial logistic regression with Bonferroni correction. Both components are validated against human codi...
| Authors | Md Jafrin Hossain, Umme Nusrat Jahan, Shouvaggo Sharif Shammo |
|---|---|
| Primary category | cs.CL |
| Published | 20 July 2026 |
| Last updated at source | 20 July 2026 |
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