research-article

"I Hear You, I Feel You": Encouraging Deep Self-disclosure through a Chatbot

Authors:

Naomi Yamashita,

Wai FuAuthors Info & Claims

CHI '20: Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems

Pages 1 - 12

https://doi.org/10.1145/3313831.3376175

Published: 23 April 2020 Publication History

Abstract

Chatbots have great potential to serve as a low-cost, effective tool to support people's self-disclosure. Prior work has shown that reciprocity occurs in human-machine dialog; however, whether reciprocity can be leveraged to promote and sustain deep self-disclosure over time has not been systematically studied. In this work, we design, implement and evaluate a chatbot that has self-disclosure features when it performs small talk with people. We ran a study with 47 participants and divided them into three groups to use different chatting styles of the chatbot for three weeks. We found that chatbot self-disclosure had a reciprocal effect on promoting deeper participant self-disclosure that lasted over the study period, in which the other chat styles without self-disclosure features failed to deliver. Chatbot self-disclosure also had a positive effect on improving participants' perceived intimacy and enjoyment over the study period. Finally, we reflect on the design implications of chatbots where deep self-disclosure is needed over time.

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Cited By

Zhang SZhao XNan DKim J(2024)Beyond learning with cold machine: interpersonal communication skills as anthropomorphic cue of AI instructorInternational Journal of Educational Technology in Higher Education10.1186/s41239-024-00465-221:1Online publication date: 3-May-2024
https://doi.org/10.1186/s41239-024-00465-2
Goddard QMoton NHudson JHe H(2024)A Chatbot Won't Judge Me: An Exploratory Study of Self-disclosing Chatbots in Introductory Computer Science ClassesProceedings of the 26th Western Canadian Conference on Computing Education10.1145/3660650.3660662(1-7)Online publication date: 2-May-2024
https://dl.acm.org/doi/10.1145/3660650.3660662
Liang KShi WOh YWang HZhang JYu Z(2024)Dialoging Resonance in Human-Chatbot Conversation: How Users Perceive and Reciprocate Recommendation Chatbot's Self-Disclosure StrategyProceedings of the ACM on Human-Computer Interaction10.1145/36536918:CSCW1(1-28)Online publication date: 26-Apr-2024
https://dl.acm.org/doi/10.1145/3653691
Show More Cited By

Index Terms

"I Hear You, I Feel You": Encouraging Deep Self-disclosure through a Chatbot
1. Applied computing
  1. Law, social and behavioral sciences
    1. Psychology
2. Human-centered computing
  1. Human computer interaction (HCI)
    1. HCI design and evaluation methods
      1. User studies

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cover image ACM Conferences

CHI '20: Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems

April 2020

10688 pages

ISBN:9781450367080

DOI:10.1145/3313831

General Chairs:
Regina Bernhaupt
Eindhoven University of Technology, Netherlands
,
Florian 'Floyd' Mueller
Monash University, Australia
,
David Verweij
Newcastle University, UK
,
Josh Andres
RMIT, Australia
,
Program Chairs:
Joanna McGrenere
University of British Columbia, Canada
,
Andy Cockburn
University of Canterbury, New Zealand
,
Ignacio Avellino
University of Maryland Baltimore County, USA
,
Alix Goguey
Grenoble Alpes University, France
,
Pernille Bjørn
University of Copenhagen, Denmark
,
Shengdong (Shen) Zhao
National University of Singapore, Singapore
,
Briane Paul Samson
Future University Hakodate, Japan & De La Salle University, Philippines
,
Rafal Kocielnik
University of Washington, USA

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Published: 23 April 2020

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April 25 - 30, 2020

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Cited By

Zhang SZhao XNan DKim J(2024)Beyond learning with cold machine: interpersonal communication skills as anthropomorphic cue of AI instructorInternational Journal of Educational Technology in Higher Education10.1186/s41239-024-00465-221:1Online publication date: 3-May-2024
https://doi.org/10.1186/s41239-024-00465-2
Goddard QMoton NHudson JHe H(2024)A Chatbot Won't Judge Me: An Exploratory Study of Self-disclosing Chatbots in Introductory Computer Science ClassesProceedings of the 26th Western Canadian Conference on Computing Education10.1145/3660650.3660662(1-7)Online publication date: 2-May-2024
https://dl.acm.org/doi/10.1145/3660650.3660662
Liang KShi WOh YWang HZhang JYu Z(2024)Dialoging Resonance in Human-Chatbot Conversation: How Users Perceive and Reciprocate Recommendation Chatbot's Self-Disclosure StrategyProceedings of the ACM on Human-Computer Interaction10.1145/36536918:CSCW1(1-28)Online publication date: 26-Apr-2024
https://dl.acm.org/doi/10.1145/3653691
Wong NJeong SReddy MStamatis CLattie EJacobs M(2024)Voice Assistants for Mental Health Services: Designing Dialogues with Homebound Older AdultsProceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3661536(844-858)Online publication date: 1-Jul-2024
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Kaur JSharma PKumar VDuggal MDiamond-Smith NEl Ayadi AVosburg KSingh P(2024)Exploring the Role of Chatbots in Tackling COVID-19 Vaccine Hesitancy among Pregnant and Breastfeeding Women in Rural Northern IndiaProceedings of the ACM on Human-Computer Interaction10.1145/36373328:CSCW1(1-29)Online publication date: 26-Apr-2024
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Hu JGuo JTang NMa XYao YYang CXu Y(2024)Designing the Conversational Agent: Asking Follow-up Questions for Information ElicitationProceedings of the ACM on Human-Computer Interaction10.1145/36373208:CSCW1(1-30)Online publication date: 26-Apr-2024
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