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Understanding Public Perceptions of AI Conversational Agents: A Cross-Cultural Analysis

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Liu, Zihan, Li, Han, Chen, Anfan, Zhang, Renwen, Lee, Yi-Chieh·2024·Proceedings of the CHI Conference on Human Factors in Computing Systems
DOI 10.1145/3613904.3642840
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Abstract

Conversational Agents (CAs) have increasingly been integrated into everyday life, sparking significant discussions on social media. While previous research has examined public perceptions of AI in general, there is a notable lack in research focused on CAs, with fewer investigations into cultural variations in CA perceptions. To address this gap, this study used computational methods to analyze about one million social media discussions surrounding CAs and compared people’s discourses and perceptions of CAs in the US and China. We find Chinese participants tended to view CAs hedonically, perceived voice-based and physically embodied CAs as warmer and more competent, and generally expressed positive emotions. In contrat, US participants saw CAs more functionally, with an ambivalent attitude. Warm perception was a key driver of positive emotions toward CAs in both countries. We discussed practical implications for designing contextually sensitive and user-centric CAs to resonate with various users’ preferences and needs.

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Cited by

Sorted by citations

Authors
Liu, Z., Li, H., Chen, A., Zhang, R., & Lee, Y.-C.
Affiliations
  • National University of Singapore (SG)
  • Hong Kong Baptist University (HK)
ORCID
Venue
Proceedings of the CHI Conference on Human Factors in Computing Systems
Publisher
ACM
Published
2024-05-11
Pages
1-17
DOI
10.1145/3613904.3642840
OpenAlex
W4392224039
Cited by
60
References
17
Citations by year
2026: 21 · 2025: 35 · 2024: 4
FWCI
17.32
Type
conference paper
Language
en
Open access
Licence
Locations
  • CHI Conference on Human Factors in Computing Systems (publishedVersion, cc-by)
  • arXiv (Cornell University) (submittedVersion, cc-by)
  • National University of Singapore (submittedVersion)
  • arXiv (Cornell University) (cc-by)
Funders
  • Yale-NUS College (A-8001353-00-00)
  • National University of Singapore (A- 8000936-01-00)
Topics
  • Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
  • Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
  • Physical Sciences › Computer Science › Human-Computer Interaction › Innovative Human-Technology Interaction
Keywords
chatbots, public perception of AI, cross-cultural comparison, social media discourse, perceived warmth, speech interfaces, China–United States comparison

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