My Chatbot Companion - a Study of Human-Chatbot Relationships

Skjuve, Marita; Følstad, Asbjørn; Fostervold, Knut Inge; Brandtzæg, Petter Bae

doi:10.1016/j.ijhcs.2021.102601

Cited by 213 publications

(160 citation statements)

References 28 publications

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“…For those who do have friends, they may be concerned about how other people would perceive their user-chatbot relationship. Skjuve and colleagues ( 17 ) found that most chatbot users were hesitant about sharing their relationship with a chatbot with other people due to social stigma. One user in the present study reported that they are “not sure anyone else would want to talk to a non-person about their feelings.” Another user reported “being nervous about friend or colleague thinking I'm crazy for talking to a machine.”…”

Section: Discussionmentioning

confidence: 99%

“…Overall, the combination of both a thematic analysis and single word analysis provides an additional layer of support for the themes discussed. From all the studies on chatbots reviewed (10)(11)(12)17), none have used a single word analysis. This is the first chatbot study that conducted a more objective analysis after the thematic analysis to capture the most relevant themes as reported by the users.…”

Section: Theme By Nps and Single Word Analysismentioning

confidence: 99%

“…A study on the chatbot Replika showed that users build relationships with the chatbot ( 17 ). It was found that users identified the chatbot as non-judgmental and were willing to disclose personal information to it and did not see any identified social risks.…”

Section: Introductionmentioning

confidence: 99%

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Bonding With Bot: User Feedback on a Chatbot for Social Isolation

Dosovitsky

Bunge

2021

Front. Digit. Health

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Social isolation has affected people globally during the COVID-19 pandemic and had a major impact on older adult's well-being. Chatbot interventions may be a way to provide support to address loneliness and social isolation in older adults. The aims of the current study were to (1) understand the distribution of a chatbot's net promoter scores, (2) conduct a thematic analysis on qualitative elaborations to the net promoter scores, (3) understand the distribution of net promoter scores per theme, and (4) conduct a single word analysis to understand the frequency of words present in the qualitative feedback. A total of 7,099 adults and older adults consented to participate in a chatbot intervention on reducing social isolation and loneliness. The average net promoter score (NPS) was 8.67 out of 10. Qualitative feedback was provided by 766 (10.79%) participants which amounted to 898 total responses. Most themes were rated as positive (517), followed by neutral (311) and a minor portion as negative (70). The following five themes were found across the qualitative responses: positive outcome (277, 30.8%), user did not address question (262, 29.2%), bonding with the chatbot (240, 26.7%), negative technical aspects (70, 7.8%), and ambiguous outcome (49, 5.5%). Themes with a positive valence were found to be associated with a higher NPS. The word “help” and it's variations were found to be the most frequently used words, which is consistent with the thematic analysis. These results show that a chatbot for social isolation and loneliness was perceived positively by most participants. More specifically, users were likely to personify the chatbot (e.g., “Cause I feel like I have a new friend!”) and perceive positive personality features such as being non-judgmental, caring, and open to listen. A minor portion of the users reported dissatisfaction with chatting with a machine. Implications will be discussed.

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Section: Discussionmentioning

confidence: 99%

Section: Theme By Nps and Single Word Analysismentioning

confidence: 99%

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Bonding With Bot: User Feedback on a Chatbot for Social Isolation

Dosovitsky

Bunge

2021

Front. Digit. Health

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“…Topics that were less frequently studied in the research relate to the use of chatbots for FAQs/troubleshooting [66]- [68], recruiting [23], [24], [69], relationships with chatbots [70], [71], trust [28], [72], advertising [30], health [73], security [74], user classification [75], purchasing [50], personalisation [76] or surveys [77].…”

Section: A Research Focus and Applicationsmentioning

confidence: 99%

The Use of Chatbots in Digital Business Transformation: A Systematic Literature Review

2021

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“…Palanica [35] found that physicians may be comfortable using chatbots to automate simple logistical tasks but do not believe that chatbots are advanced enough to replace complex decision-making tasks requiring expert medical opinions. On the other hand, there is some early evidence that human-chatbot relationships may positively affect well-being [41] and that chatbots can provide actual care in mental health issues [19]. While these scenarios may seem suspicious and risky, positive experiences in interaction with the chatbot seem to increase trust and encourage more self-disclosure, further strengthening the human-chatbot relationship [41].…”

Section: Human-computer Trust and Chatbotsmentioning

confidence: 99%

‘Are You OK?’ Students’ Trust in a Chatbot Providing Support Opportunities

Pesonen

2021

Lecture Notes in Computer Science

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Chatbots show promise as a novel way to provide support to students. However, a central issue with new technologies such as chatbots is whether students trust the technology. In the present study, we use a chatbot to proactively offer academic and non-academic support to students (N = 274) in a Finnish vocational education and training (VET) organization. Students responded to the chatbot with a very high response rate (86%), and almost one-fifth (19%) of the respondents disclosed a need for support. Survey with a subset of participants (N = 49) showed satisfactory trust (total trust score 71% as measured by a human-computer trust scale) and satisfaction (average of 3.83 as measured by a five-point customer satisfaction instrument) with the chatbot. Trust was positively correlated with satisfaction as well as students’ likelihood to respond to the chatbot. Our results show that this kind of approach is applicable for recognizing students’ latent needs for support. Future studies should target the formation of trust in more detail and cultural differences in trusting chatbots.

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My Chatbot Companion - a Study of Human-Chatbot Relationships

Cited by 213 publications

References 28 publications

Bonding With Bot: User Feedback on a Chatbot for Social Isolation

Bonding With Bot: User Feedback on a Chatbot for Social Isolation

The Use of Chatbots in Digital Business Transformation: A Systematic Literature Review

‘Are You OK?’ Students’ Trust in a Chatbot Providing Support Opportunities

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