Researchers from the University of South Florida assessed how users react to expressions of emotion in
In a series of experiments, scientists explored howcustomers communicate with real people and AI-based bots. At the same time, two types of bots were used during communication: the first ones expressed emotions, and the second ones spoke neutrally. For example, the same phrase could sound like “I am glad to process your request today” for the former and “Today I will process your request” for the latter.
The study confirmed that when interacting withEmotionally colored phrases have a positive effect on the client's assessment of the interaction experience. This is not a new fact. However, the use of similar phrases by the bot in some cases caused a negative reaction among users. Moreover, a large number of positive reviews about chatbots also had a negative impact on customer attitudes.
The reason is that people don't expect chatbots to feel. People react to chatbots differently than they do to people.
Danny Ying, study co-author
The researchers believe that this is a completely newan area of interaction that is not yet fully understood, but is becoming more relevant as AI becomes more widespread. In addition, companies that work with automated service services should take a closer look at the expectations of their consumers before teaching bots about emotions, they add.
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