What Users Think of Generative AI: A Cross-Platform NLP Analysis of Trust and Friction in App Store Reviews

Excerpt

arXiv:2609.19151v1 Announce Type: new Abstract: 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 BERTop