人工智能聊天机器人共情和身份披露对捐赠意愿的影响:人性和社会存在的中介作用

IF 2.9 4区管理学 Q2 COMPUTER SCIENCE, CYBERNETICS

Behaviour & Information Technology Pub Date : 2022-07-27 DOI:10.1080/0144929X.2022.2105746

Gain Park, Myungok Chris Yim, J. Chung, Seyoung Lee

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引用次数: 7

摘要

摘要本文探讨了聊天机器人共情和身份披露对募捐项目捐赠意愿的影响，以及二者关系中的心理机制。在一项3(仅信息vs认知共情vs情感共情)x2(聊天机器人vs人类身份)的实验中，496名美国成年人与六个人工智能聊天机器人中的一个就筹款活动进行了对话。结果显示，聊天机器人共情和身份披露对WTD都没有显著影响，拒绝了假设。然而，数据支持聊天机器人共情与WTD的身份披露之间存在显著的交互效应。此外，研究结果还表明，聊天机器人共情和身份披露对WTD的交互作用将通过人的相似性和社会在场来中介。这项研究表明，应该谨慎应用聊天机器人的同理心和人类身份，以避免恐怖谷效应。

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Effect of AI chatbot empathy and identity disclosure on willingness to donate: the mediation of humanness and social presence

Abstract This paper explores the effect of chatbot empathy and identity disclosure on willingness to donate (WTD) to a fundraising project and the psychological mechanism in the relationship. In a 3 (information-only vs. cognitive empathy vs. affective empathy) × 2 (chatbot vs. human identity) experiment, 496 US adults had a conversation about a fundraising event with one of six artificial intelligence-powered chatbots. The results revealed that neither chatbot empathy nor identity disclosure has a significant effect on WTD, rejecting the hypotheses. However, the data supported a significant interaction effect between chatbot empathy and identity disclosure on WTD. Moreover, the results suggested that the interaction effect between chatbot empathy and identity disclosure on WTD would be mediated through human likeness and social presence. This study suggests how empathy and human identity of chatbots should be applied with care to avoid the uncanny valley effect.

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来源期刊

Behaviour & Information Technology 工程技术-计算机：控制论

CiteScore

7.70

自引率

8.10%

发文量

159

审稿时长

5 months

期刊介绍： Behaviour & Information Technology (BIT) puts people before technology. As such it deviates from other related journals. It is the primary scientific venue for peer-reviewed publications on human-centred IT. BIT reports original research studies, practical case studies, and thoughtful articles on: • usability and user experience (UX) • human computer interaction (HCI) • human-centred and user-centred design • the social, business and human aspects of the digital world. The Journal attracts authors and readers from a variety of disciplines (e.g., usability, user experience, psychology, ergonomics, computer science, and sociology), originating from both academics and industry. All papers are subject to initial appraisal by the Editor, and, if found suitable for further consideration, will undertake rigorous double blind peer review by independent, anonymous expert referees.