Consumer Acceptance of AI-Assisted Online Dispute Resolution in Brazil: The Roles of Hope, Trust, Risk, and Algorithmic Literacy

The integration of artificial intelligence into online dispute resolution (ODR) reconfigures the psychological foundations on which consumer redress rests, yet empirical evidence on the antecedents of its acceptance remains scarce. This study develops and tests an integrative model that extends the Technology Acceptance Model by incorporating trust in artificial intelligence, perceived risk, hope as a motivational resource, and algorithmic literacy as cognitive competence. The model is examined through covariance-based structural equation modeling on a sample of 4,496 Brazilian adult consumers aged 26 to 65. Measurement properties are strong, and the structural model explains 60.0% of the variance in perceived usefulness and 41.8% of the variance in behavioral intention. Bootstrapped mediation analyses reveal two important findings: algorithmic literacy exerts a substantial total indirect effect on intention via trust and perceived ease of use, and hope exerts its effect on intention primarily via perceived ease of use. The results offer a richer acceptance framework for AI-assisted ODR, with implications for platform design and for the Brazilian Artificial Intelligence Strategy and consumer-protection infrastructure.