AI聊天机器人成情绪倾诉新选择，但需提升危机应对能力
Artificial Empathy: AI based Mental Health
- 用户将AI当五分钟心理医生或无评判陪伴者
- 90%认可匿名性，但担忧隐私与敏感信息泄露
- 适合需要即时情绪支持者，需优化危机识别能力
许多人在经历心理健康问题时无法获得专业帮助或缺乏资源。近年来，AI聊天机器人成为有心理障碍者或仅需倾诉者的重要替代选择。本研究调查了曾使用聊天机器人的参与者，并对大型语言模型（LLM）聊天机器人进行了情景测试。结果显示，用户主要将其作为“五分钟心理医生”或非评判性陪伴者使用，普遍赞赏其匿名性和无偏见特性。然而，也存在对隐私及敏感信息安全的顾虑。情景测试中，部分聊天机器人表现积极：持续给予安慰、使用表情符号和昵称增加亲和力，并及时建议寻求专业帮助。但亦存在局限：语气不一致，偶发不当回应（如轻浮或浪漫表述），且在识别危险信号、及时升级响应方面表现不足。这些发现可为技术与心理健康领域提供改进方向。
原文摘要 · Abstract (English)
Many people suffer from mental health problems but not everyone seeks professional help or has access to mental health care. AI chatbots have increasingly become a go-to for individuals who either have mental disorders or simply want someone to talk to. This paper presents a study on participants who have previously used chatbots and a scenario-based testing of large language model (LLM) chatbots. Our findings indicate that AI chatbots were primarily utilized as a "Five minute therapist" or as a non-judgmental companion. Participants appreciated the anonymity and lack of judgment from chatbots. However, there were concerns about privacy and the security of sensitive information. The scenario-based testing of LLM chatbots highlighted additional issues. Some chatbots were consistently reassuring, used emojis and names to add a personal touch, and were quick to suggest seeking professional help. However, there were limitations such as inconsistent tone, occasional inappropriate responses (e.g., casual or romantic), and a lack of crisis sensitivity, particularly in recognizing red flag language and escalating responses appropriately. These findings can inform both the technology and mental health care industries on how to better utilize AI chatbots to support individuals during challenging emotional periods.
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