Abstract
This explorative study investigated (a) whether social attraction, self-disclosure, interaction quality, intimacy, empathy and communicative competence play a role in getting-acquainted interactions between humans and a chatbot, and (b) whether humans can build a relationship with a chatbot. Although human-machine communication research suggests that humans can develop feelings for computers, this does not automatically imply that humans experience feelings of friendship with a chatbot. In this longitudinal study, 118 participants had seven interactions with chatbot Mitsuku over a 3-week period. After each interaction participants filled out a questionnaire. The results showed that the social processes decreased after each interaction and feelings of friendship were low. In line with the ABCDE model of relationship development, the social processes that aid relationship continuation decrease, leading to deterioration of the relationship. Furthermore, a novelty effect was at play after the first interaction, after which the chatbot became predictable and the interactions less enjoyable.
Highlights
This explorative study investigated (a) whether social attraction, self-disclosure, interaction quality, intimacy, empathy and communicative competence play a role in getting-acquainted interactions between humans and a chatbot, and (b) whether humans can build a relationship with a chatbot
Most studies comparing human-human and human-chatbot getting-acquainted interactions are based on a single interaction (e.g., Edwards et al, 2014; Mou & Xu, 2017) relationships take time to develop (Hays, 1984). The aim of this longitudinal study is to explore (a) what social processes may play a role in getting-acquainted interactions between humans and a chatbot, and (b) whether it is possible for humans to build a relationship with a social chatbot
In order to understand the possibility of relationship formation between humans and chatbots, as more chatbots are created with the goal of socializing and making friends, this study examines whether people can build a relationship with a social chatbot
Summary
This explorative study investigated (a) whether social attraction, self-disclosure, interaction quality, intimacy, empathy and communicative competence play a role in getting-acquainted interactions between humans and a chatbot, and (b) whether humans can build a relationship with a chatbot. Whether or not continuation of a relationship takes place, depends on people’s emotional investment, the frequency of interaction, the level of intimacy and affect intensity, which are fundamental human needs (Shum et al, 2018; Weigel & Murray, 2000). Other disciplines, such as philosophy, even claim that it is impossible for humans to form a friendship with a chatbot. Does this chatbot’s lack of genuinely caring for the human, hinder the development of a human’s feelings of friendship toward the chatbot?
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