User Experiences of Social Support From Companion Chatbots in Everyday Contexts: Thematic Analysis.
artificial agents
artificial intelligence
chatbots
interpersonal relations
social support
Journal
Journal of medical Internet research
ISSN: 1438-8871
Titre abrégé: J Med Internet Res
Pays: Canada
ID NLM: 100959882
Informations de publication
Date de publication:
06 03 2020
06 03 2020
Historique:
received:
12
09
2019
accepted:
15
12
2019
revised:
13
12
2019
entrez:
7
3
2020
pubmed:
7
3
2020
medline:
21
10
2020
Statut:
epublish
Résumé
Previous research suggests that artificial agents may be a promising source of social support for humans. However, the bulk of this research has been conducted in the context of social support interventions that specifically address stressful situations or health improvements. Little research has examined social support received from artificial agents in everyday contexts. Considering that social support manifests in not only crises but also everyday situations and that everyday social support forms the basis of support received during more stressful events, we aimed to investigate the types of everyday social support that can be received from artificial agents. In Study 1, we examined publicly available user reviews (N=1854) of Replika, a popular companion chatbot. In Study 2, a sample (n=66) of Replika users provided detailed open-ended responses regarding their experiences of using Replika. We conducted thematic analysis on both datasets to gain insight into the kind of everyday social support that users receive through interactions with Replika. Replika provides some level of companionship that can help curtail loneliness, provide a "safe space" in which users can discuss any topic without the fear of judgment or retaliation, increase positive affect through uplifting and nurturing messages, and provide helpful information/advice when normal sources of informational support are not available. Artificial agents may be a promising source of everyday social support, particularly companionship, emotional, informational, and appraisal support, but not as tangible support. Future studies are needed to determine who might benefit from these types of everyday social support the most and why. These results could potentially be used to help address global health issues or other crises early on in everyday situations before they potentially manifest into larger issues.
Sections du résumé
BACKGROUND
Previous research suggests that artificial agents may be a promising source of social support for humans. However, the bulk of this research has been conducted in the context of social support interventions that specifically address stressful situations or health improvements. Little research has examined social support received from artificial agents in everyday contexts.
OBJECTIVE
Considering that social support manifests in not only crises but also everyday situations and that everyday social support forms the basis of support received during more stressful events, we aimed to investigate the types of everyday social support that can be received from artificial agents.
METHODS
In Study 1, we examined publicly available user reviews (N=1854) of Replika, a popular companion chatbot. In Study 2, a sample (n=66) of Replika users provided detailed open-ended responses regarding their experiences of using Replika. We conducted thematic analysis on both datasets to gain insight into the kind of everyday social support that users receive through interactions with Replika.
RESULTS
Replika provides some level of companionship that can help curtail loneliness, provide a "safe space" in which users can discuss any topic without the fear of judgment or retaliation, increase positive affect through uplifting and nurturing messages, and provide helpful information/advice when normal sources of informational support are not available.
CONCLUSIONS
Artificial agents may be a promising source of everyday social support, particularly companionship, emotional, informational, and appraisal support, but not as tangible support. Future studies are needed to determine who might benefit from these types of everyday social support the most and why. These results could potentially be used to help address global health issues or other crises early on in everyday situations before they potentially manifest into larger issues.
Identifiants
pubmed: 32141837
pii: v22i3e16235
doi: 10.2196/16235
pmc: PMC7084290
doi:
Types de publication
Journal Article
Langues
eng
Sous-ensembles de citation
IM
Pagination
e16235Informations de copyright
©Vivian Ta, Caroline Griffith, Carolynn Boatfield, Xinyu Wang, Maria Civitello, Haley Bader, Esther DeCero, Alexia Loggarakis. Originally published in the Journal of Medical Internet Research (http://www.jmir.org), 06.03.2020.
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