When chatbots make errors: Cognitive and affective pathways to understanding forgiveness of chatbot errors

IF 7.6 2区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

Telematics and Informatics Pub Date : 2024-10-01 DOI:10.1016/j.tele.2024.102189

Bolin Cao , Zhenming Li , Li Crystal Jiang

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引用次数: 0

Abstract

This study aims to investigate whether individuals can forgive chatbots for their errors as they do for humans. Drawing on the contrasting theoretical frameworks of Computer are Social Actors (CASA) and machine heuristic in the Human-AI interaction (HAII), the study examines individuals’ forgiveness towards errors made by chatbots with different levels of anthropomorphism. Specifically, this study focuses on the affective and cognitive pathways in shaping individuals’ forgiveness towards chatbots. An online experiment (N = 580) with a two (anthropomorphism levels: low vs. high) × two (chatbot types: task-oriented vs. relationship-oriented) between-subjects design was conducted. Results indicated that compared to chatbots with low anthropomorphism, those with high anthropomorphism tend to elicit greater forgiveness for their errors. The effects of anthropomorphism on forgiveness to chatbot errors were mediated both through the affective route, by mitigating perceived severity and emotional aversion, and through the cognitive route, by attributing errors more to the users themselves. Our study also reveals the complex nature of forgiveness responses to chatbot errors, which are influenced by the specific context in which the chatbot is used. The theoretical and practical implications were discussed.

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当聊天机器人犯错时：理解原谅聊天机器人错误的认知和情感途径

本研究旨在探讨个人是否能像原谅人类一样原谅聊天机器人的错误。本研究借鉴了 "计算机是社会行为者"（CASA）和 "人机交互启发式"（HAII）这两个截然不同的理论框架，考察了个人对不同拟人化程度的聊天机器人所犯错误的原谅程度。具体而言，本研究重点关注影响个人对聊天机器人宽恕的情感和认知途径。本研究采用 2（拟人化水平：低与高）×2（聊天机器人类型：任务导向型与关系导向型）的被试间设计进行了在线实验（N = 580）。结果表明，与拟人化程度低的聊天机器人相比，拟人化程度高的聊天机器人更容易引起人们对其错误的原谅。拟人化对原谅聊天机器人错误的影响是通过情感途径（减轻感知到的严重性和情感厌恶）和认知途径（将错误更多地归咎于用户本身）产生的。我们的研究还揭示了对聊天机器人错误的宽恕反应的复杂性，它受到使用聊天机器人的特定环境的影响。我们还讨论了研究的理论和实践意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Telematics and Informatics INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

17.00

自引率

4.70%

发文量

104

审稿时长

24 days

期刊介绍： Telematics and Informatics is an interdisciplinary journal that publishes cutting-edge theoretical and methodological research exploring the social, economic, geographic, political, and cultural impacts of digital technologies. It covers various application areas, such as smart cities, sensors, information fusion, digital society, IoT, cyber-physical technologies, privacy, knowledge management, distributed work, emergency response, mobile communications, health informatics, social media's psychosocial effects, ICT for sustainable development, blockchain, e-commerce, and e-government.