研究人们如何信任生成式AI的情感支持，发现个性化语言促信任但易忽视其机器本质。
Generative Confidants: How do People Experience Trust in Emotional Support from Generative AI?
- 通过24名用户日记、聊天记录与访谈，分析情感支持中信任形成机制。
- 个性化、积极且有说服力的语言提升信任感，但削弱对AI机器属性的认知。
- 适合关注AI心理陪伴、人机信任关系的研究者与产品设计者阅读。
越来越多的人开始向生成式AI（如ChatGPT、Gemini、Copilot）寻求情感支持与陪伴。尽管信任可能在这些非正式、无监督的互动中起关键作用，我们仍缺乏对其在该场景下如何建立与体验的理解。为填补这一空白，我们招募了24位频繁使用生成式AI进行情感支持的用户，开展定性研究，包括互动日记、聊天记录转录及深度访谈。结果表明，在此情境下信任的重要新驱动因素包括：由个性化带来的熟悉感、对生成式AI的细腻认知模型，以及对自身对话控制权的意识。值得注意的是，生成式AI普遍采用个性化、积极且具说服力的语言，有助于促进部分信任因素；但同时也抑制了用户记忆其作为语言模型的本质。本文提出未来研究的若干启示，这些启示在生成式AI用于情感支持日益接近治疗工作时将愈发关键。
原文摘要 · Abstract (English)
People are increasingly turning to generative AI (e.g., ChatGPT, Gemini, Copilot) for emotional support and companionship. While trust is likely to play a central role in enabling these informal and unsupervised interactions, we still lack an understanding of how people develop and experience it in this context. Seeking to fill this gap, we recruited 24 frequent users of generative AI for emotional support and conducted a qualitative study consisting of diary entries about interactions, transcripts of chats with AI, and in-depth interviews. Our results suggest important novel drivers of trust in this context: familiarity emerging from personalisation, nuanced mental models of generative AI, and awareness of people's control over conversations. Notably, generative AI's homogeneous use of personalised, positive, and persuasive language appears to promote some of these trust-building factors. However, this also seems to discourage other trust-related behaviours, such as remembering that generative AI is a machine trained to converse in human language. We present implications for future research that are likely to become critical as the use of generative AI for emotional support increasingly overlaps with therapeutic work.
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