This study investigates the intricate relationships between perceived ease of use, perceived usability, cybersecurity issues, and perceived chatbot intelligence (PCI) in the service industries of the United Kingdom (UK). Structural equation modeling examines data collected from consumers in the service industry to uncover the intricate relationships among many parameters. The study demonstrates that cybersecurity plays a significant role in regulating the connection between perceived usefulness and PCI, emphasizing the importance of promoting cybersecurity awareness in the creation and deployment of chatbots. The study provides thought-provoking theoretical insights, but its reliance on self-reported data and omission of particular contextual factors restrict its scope. The findings have practical significance for service providers and developers seeking to design digital service experiences that are both engaging and inclusive. Future research endeavors may prioritize the resolution of these limitations and delve deeper into the intricate correlation between cybersecurity, technology, and customer perceptions in service contexts. This would therefore expand the frontiers of service innovation and enhance consumer engagement.