情绪敏感型对话机器人更易赢得用户信任，提升满意度。
Exploring Emotion-Sensitive LLM-Based Conversational AI
- 让大模型理解用户情绪并作出响应
- 情绪敏感组信任感与胜任力感知更高
- 适合客服、心理咨询等情感交互场景
对话式AI聊天机器人在客户服务领域日益普及。尽管情感表达能力有所提升，但往往缺乏真实服务互动的可信度或专业服务人员的胜任力。通过对比30名参与者在情绪敏感与非敏感型大模型聊天机器人下的体验，我们探究了情感敏感性对用户感知胜任力与整体满意度的影响。同时，采用情感分析技术解析用户输入的情绪内容。结果表明，即使问题解决率未变，情绪敏感型聊天机器人在用户心中的可信度和胜任力感知显著更高。本文讨论了情绪敏感型机器人带来的用户满意度提升及其在支持服务中的潜在应用价值。
原文摘要 · Abstract (English)
Conversational AI chatbots have become increasingly common within the customer service industry. Despite improvements in their emotional development, they often lack the authenticity of real customer service interactions or the competence of service providers. By comparing emotion-sensitive and emotion-insensitive LLM-based chatbots across 30 participants, we aim to explore how emotional sensitivity in chatbots influences perceived competence and overall customer satisfaction in service interactions. Additionally, we employ sentiment analysis techniques to analyze and interpret the emotional content of user inputs. We highlight that perceptions of chatbot trustworthiness and competence were higher in the case of the emotion-sensitive chatbot, even if issue resolution rates were not affected. We discuss implications of improved user satisfaction from emotion-sensitive chatbots and potential applications in support services.
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