Is chatting with a sophisticated chatbot as good as chatting online or FTF with a stranger?
Is chatting with a sophisticated chatbot as good as chatting online or FTF with a stranger?
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DOI：
10.1016/j.chb.2021.107100
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发表时间：
2021-12-23
影响因子：
9.9
通讯作者：
Perkins, Taylor
中科院分区：
文献类型：
--
作者：
Drouin, Michelle;Sprecher, Susan;Perkins, Taylor
情感响应聊天机器人被宣传为可以与人建立情感联系的代理。他们还可以成为熟人网络外层的薄弱纽带，并可以获得社会支持。在这个旨在研究熟人过程的实验中，我们将 417 名参与者随机分配到三种条件下：与人面对面 (FTF) 聊天、与人在线聊天以及与市售的情感响应聊天机器人 Replika 在线聊天。经过 20 分钟的熟悉聊天后，参与者报告了他们的情感状态和对聊天的关系评价。此外，所有聊天内容均使用语言查询和字数统计 (LIWC) 程序进行记录和文本分析。在所有情况下，参与者都报告了中等水平的积极情绪和较低水平的消极情绪。与人类聊天 FTF 的人比与机器人聊天的人报告的负面情绪明显更多。然而，那些与人聊天的人也报告说，他们与聊天伙伴的同质性更高，更喜欢聊天伙伴，而且他们的聊天伙伴反应更快。与此同时，参与者对聊天机器人的对话担忧最少。这些发现对未来的计算机介导的交互研究具有重要意义：与聊天机器人的对话似乎对熟悉环境中的聊天乐趣和对话问题具有不同的可供性和影响。这些结果可能有助于设计人员提高聊天机器人在消费者市场中的接受度和适销性。
Emotionally-responsive chatbots are marketed as agents with which one can form emotional connections. They can also become weak ties in the outer layers of one's acquaintance network and available for social support. In this experiment, which was designed to study the acquaintance process, we randomly assigned 417 participants into three conditions: face-to-face (FTF) chat with a human, online chat with a human, and online chat with a commercially-available, emotionally-responsive chatbot, Replika. After a 20-min getting-acquainted chat, participants reported their affective state and relational evaluations of the chat. Additionally, all chats were recorded and text analyzed using the Linguistic Inquiry and Word Count (LIWC) program. In all conditions, participants reported moderate levels of positive emotions and low levels of negative emotions. Those who chatted FTF with a human reported significantly more negative emotions than those who chatted with a bot. However, those who chatted with a human also reported more homophily with and liking of their chat partner and that their partner was more responsive. Meanwhile, participants had fewest conversational concerns with the chatbot. These findings have implications for future computer-mediated interaction studies: conversations with chatbots appear to have different affordances and effects on chatter enjoyment and conversational concerns in getting-acquainted contexts. These results may help designers improve reception and marketability for chatbots in consumer markets.