AI聊天机器人虽对话质量高，但用户感知其缺乏共情。
The Illusion of Empathy: How AI Chatbots Shape Conversation Perception
- 对比人类与GPT聊天机器人，发现用户更觉后者不具共情。
- 155次对话分析显示，GPT类机器人对话质量评分更高。
- 共情感知差异提醒：语言模仿不够，需理解用户真实体验。
随着AI聊天机器人日益融入共情表达，理解用户对聊天机器人共情的感知及其对对话质量的影响仍至关重要却研究不足。本研究分析了两个数据集中的155次对话，发现基于GPT的聊天机器人在对话质量上评分显著高于人类对话伙伴，但始终被感知为比人类更缺乏共情。通过GPT-4o标注的共情评分与用户评分一致，进一步证实了这一感知偏差。研究强调，感知共情在塑造对话体验中起关键作用，高质量人机交互不仅需嵌入共情语句，还需深入理解用户如何解读和体验与聊天机器人的共情互动。
原文摘要 · Abstract (English)
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.
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