The DOI matches its Crossref record; 38 of the 39 references it cites were found in a registry or an index.
"I Hear You, I Feel You": Encouraging Deep Self-disclosure through a Chatbot
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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In the citing paper
“Trust is an important aspect of relationship building and self-disclosure, both with machines and humans (Lee et al., 2020).”
From My Chatbot Companion - a Study of Human-Chatbot Relationships (2021) · cites this paper as Lee et al., 2020
In the citing paper
“Previous research has shown that a chatbot's level of reciprocity can influence users' willingness to self-disclose as well as the perceived level of intimacy and enjoyment (Lee et al., 2020).”
From My Chatbot Companion - a Study of Human-Chatbot Relationships (2021) · cites this paper as Lee et al., 2020
In the citing paper
“However, contrary findings have also been identified as some studies show evidence that people respond well and disclose more personal information if the chatbot is presented as a bot and can also display emotions [60,61].”
Citations
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Cited by
Sorted by citations
Huang, W., Hew, K. F., & Fryer, L. K. (2022) · Journal of Computer Assisted Learning · doi:10.1111/jcal.12610 · Cited by 830
My Chatbot Companion - a Study of Human-Chatbot Relationships
Skjuve, M., Følstad, A., Fostervold, K. I., & Brandtzaeg, P. B. (2021) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2021.102601 · Cited by 797
“Previous research has shown that a chatbot ’ s level of reciprocity can influence users ’ willingness to self-disclose as well as the perceived level of intimacy and enjoyment (Lee et al., 2020).”
BackgroundRapp, A., Curti, L., & Boldi, A. (2021) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2021.102630 · Cited by 733
My AI Friend: How Users of a Social Chatbot Understand Their Human–AI Friendship
Brandtzaeg, P. B., Skjuve, M., & Følstad, A. (2022) · Human Communication Research · doi:10.1093/hcr/hqac008 · Cited by 490
Zhang, J., Oh, Y. J., Lange, P., Yu, Z., & Fukuoka, Y. (2020) · Journal of Medical Internet Research · doi:10.2196/22845 · Cited by 363
“However, contrary findings have also been identified as some studies show evidence that people respond well and disclose more personal information if the chatbot is presented as a bot and can also display emotions [60,61].”
Result
Metadata
- Authors
- Lee, Y.-C., Yamashita, N., Huang, Y., & Fu, W.
- Affiliations
- University of Illinois Urbana-Champaign (US)
- NTT (Japan) (JP)
- Venue
- Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems
- Publisher
- ACM
- Published
- 2020-04-21
- Pages
- 1-12
- OpenAlex
- W3029922759
- Cited by
- 339
- References
- 39
- Citations by year
- 2026: 52 · 2025: 86 · 2024: 60 · 2023: 58 · 2022: 45 · 2021: 32 · 2020: 6
- FWCI
- 49.75
- Type
- conference paper
- Language
- en
- Open access
- closed
- Locations
- CHI Conference on Human Factors in Computing Systems (publishedVersion)
- Funders
- Japan Society for the Promotion of Science (Scientific Research (A) 17H00771)
- Topics
- Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Physical Sciences › Computer Science › Artificial Intelligence › Speech and dialogue systems
- Keywords
- chatbots, self-disclosure, reciprocity, human-computer dialogue, small talk, intimacy, enjoyment, chatbot design, long-term interaction
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