建立和修复对聊天机器人的信任:社交角色和交互期间的表现之间的相互作用
Yi Mou1, Xiaoyu Ye1, Wenbin Ma1
1School of Media and Communication, Shanghai Jiao Tong University, 800 Dongchuan Road, Minhang District, Shanghai 200240, China.
Behavioral sciences (Basel, Switzerland)
|January 28, 2026
概括
了解人工智能 (AI) 的信任至关重要. 相比于像仆人一样的AI聊天机器人,与朋友一样的AI聊天机器人建立了更多的信任,并在失败后恢复得更好,突出了AI.
科学领域:
- 人与计算机的交互
- 人工智能伦理学 人工智能伦理学
- 社会机器人社会机器人社会机器人
背景情况:
- 由于人工智能广泛融入社会,对人工智能 (AI) 的信任至关重要.
- 有限的研究存在于基于过程的学习对人工智能系统的信任.
- 了解AI的社会角色如何影响用户的信任是一个关键的研究差距.
研究的目的:
- 调查聊天机器人的社会角色如何影响用户信任和投资任务中的决策.
- 在与不同的人工智能社会角色互动时,探索信任形成和修复的动态.
- 检查系统诱导的故障对人工智能信任的影响.
主要方法:
- 一个模拟的虚拟非可变代币 (NFT) 投资任务,涉及七轮风险决策.
- 用户信任行为和感知的比较,当与朋友般的聊天机器人与仆人般的聊天机器人互动时.
- 分析系统引起的故障后的信任侵蚀和修复机制.
主要成果:
- 聊天机器人的社会角色随着时间的推移显著影响了参与者的信任行为和感知.
- 一个像朋友一样的聊天机器人比一个像仆人一样的聊天机器人引起了更高的行为信任.
- 这种类似于朋友的聊天机器人在缓解信任侵蚀和在系统故障后促进信任修复方面更有效.
结论:
- 人工智能的社会角色,特别是"友好"的人格,显著影响用户的信任.
- 一个"像朋友"的人工智能可以充当一种关系缓冲器,缓解信任侵犯并帮助恢复.
- 设计适当的社会角色的人工智能是建立和维护用户信任的关键.
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