The Illusion of Empathy: How AI Chatbots Shape Conversation Perception
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arXiv
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| Format: | Preprint |
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2024
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| _version_ | 1866915184659922944 |
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| author | Liu, Tingting Giorgi, Salvatore Aich, Ankit Lahnala, Allison Curtis, Brenda Ungar, Lyle Sedoc, João |
| author_facet | Liu, Tingting Giorgi, Salvatore Aich, Ankit Lahnala, Allison Curtis, Brenda Ungar, Lyle Sedoc, João |
| contents | As AI chatbots increasingly incorporate empathy, understanding user-centered perceptions of chatbot empathy and its impact on conversation quality remains essential yet under-explored. This study examines how chatbot identity and perceived empathy influence users' overall conversation experience. Analyzing 155 conversations from two datasets, we found that while GPT-based chatbots were rated significantly higher in conversational quality, they were consistently perceived as less empathetic than human conversational partners. Empathy ratings from GPT-4o annotations aligned with user ratings, reinforcing the perception of lower empathy in chatbots compared to humans. Our findings underscore the critical role of perceived empathy in shaping conversation quality, revealing that achieving high-quality human-AI interactions requires more than simply embedding empathetic language; it necessitates addressing the nuanced ways users interpret and experience empathy in conversations with chatbots. |
| format | Preprint |
| id |
arxiv_https___arxiv_org_abs_2411_12877 |
| institution | arXiv |
| publishDate | 2024 |
| record_format | arxiv |
| spellingShingle | The Illusion of Empathy: How AI Chatbots Shape Conversation Perception Liu, Tingting Giorgi, Salvatore Aich, Ankit Lahnala, Allison Curtis, Brenda Ungar, Lyle Sedoc, João Human-Computer Interaction Artificial Intelligence As AI chatbots increasingly incorporate empathy, understanding user-centered perceptions of chatbot empathy and its impact on conversation quality remains essential yet under-explored. This study examines how chatbot identity and perceived empathy influence users' overall conversation experience. Analyzing 155 conversations from two datasets, we found that while GPT-based chatbots were rated significantly higher in conversational quality, they were consistently perceived as less empathetic than human conversational partners. Empathy ratings from GPT-4o annotations aligned with user ratings, reinforcing the perception of lower empathy in chatbots compared to humans. Our findings underscore the critical role of perceived empathy in shaping conversation quality, revealing that achieving high-quality human-AI interactions requires more than simply embedding empathetic language; it necessitates addressing the nuanced ways users interpret and experience empathy in conversations with chatbots. |
| title | The Illusion of Empathy: How AI Chatbots Shape Conversation Perception |
| topic | Human-Computer Interaction Artificial Intelligence |
| url | https://arxiv.org/abs/2411.12877 |