Chatbot as an emergency exist: Mediated empathy for resilience via human-AI interaction during the COVID-19 pandemic. Issue 6 (November 2022)

• Record Type: Journal Article
• Authors: Jiang, Qiaolei; Zhang, Yadi; Pian, Wenjing
• Is Part Of: Information processing & management. Volume 59:Issue 6(2022)
• Publication Date: 2022-11
• Subjects: COVID-19 pandemic -- Empathy -- Human-AI interaction -- Information processing -- Resilience -- Well-being; Information storage and retrieval systems -- Periodicals; Information science -- Periodicals; Systèmes d'information -- Périodiques; Sciences de l'information -- Périodiques; Information science; Information storage and retrieval systems; Periodicals; 658.4038
• DOI: 10.1016/j.ipm.2022.103074
• Languages: English
• ISSNs: 0306-4573

Abstract

Highlights: Empathy work as a key mechanism of information processing in human-AI interaction. Five types of Replika experiences among Chinese female users are found. Varying degrees of cognitive empathy, affective empathy and empathic response are involved in human-AI interaction. Mediated empathy facilitates resilience processes and enhance well-being. Implications for global recovery from the COVID-19 pandemic are discussed. Abstract: As a global health crisis, the COVID-19 pandemic has also made heavy mental and emotional tolls become shared experiences of global communities, especially among females who were affected more by the pandemic than males for anxiety and depression. By connecting multiple facets of empathy as key mechanisms of information processing with the communication theory of resilience, the present study examines human-AI interactions during the COVID-19 pandemic in order to understand digitally mediated empathy and how the intertwining of empathic and communicative processes of resilience works as coping strategies for COVID-19 disruption. Mixed methods were adopted to explore the using experiences and effects of Replika, a chatbot companion powered by AI, with ethnographic research, in-depth interviews, and grounded theory-based analysis. Findings of this research extend empathy theories from interpersonal communication to human-AI interactions and show five types of digitally mediated empathy among Chinese female Replika users with varying degrees of cognitive empathy, affective empathy, and empathic response involved in the information processing processes, i.e., companion buddy, responsive diary, emotion-handling program, electronic pet, and tool for venting. When processing information obtained from AI and collaborative interactions with the AI chatbot, multiple facets of mediated empathy become unexpected pathways to resilience and enhance users' well-being. This study fills the research gap by exploring empathy and resilience processes in human-AI interactions. Practical implications, especially for increasing individuals' psychological resilience as an important component of global recovery from the pandemic, suggestions for future chatbot design, and future research directions are also discussed.