Cited by 265Death Anxiety and Social ExclusionSocial Robot Interaction and HRIDigital Mental Health Interventions

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Effectiveness of an Empathic Chatbot in Combating Adverse Effects of Social Exclusion on Mood

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de Gennaro, Mauro, Krumhuber, Eva G., Lucas, Gale·2020·Frontiers in Psychology

DOI 10.3389/fpsyg.2019.03061PMC PMC6989433

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Abstract

From past research it is well known that social exclusion has detrimental consequences for mental health. To deal with these adverse effects, socially excluded individuals frequently turn to other humans for emotional support. While chatbots can elicit social and emotional responses on the part of the human interlocutor, their effectiveness in the context of social exclusion has not been investigated. In the present study, we examined whether an empathic chatbot can serve as a buffer against the adverse effects of social ostracism. After experiencing exclusion on social media, participants were randomly assigned to either talk with an empathetic chatbot about it (e.g., "I'm sorry that this happened to you") or a control condition where their responses were merely acknowledged (e.g., "Thank you for your feedback"). Replicating previous research, results revealed that experiences of social exclusion dampened the mood of participants. Interacting with an empathetic chatbot, however, appeared to have a mitigating impact. In particular, participants in the chatbot intervention condition reported higher mood than those in the control condition. Theoretical, methodological, and practical implications, as well as directions for future research are discussed.

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Authors: de Gennaro, M., Krumhuber, E. G., & Lucas, G.
Affiliations: University College London (GB)
University of Southern California (US)
Corresponding author: Krumhuber, Eva G.
ORCID: Krumhuber, Eva G.
Lucas, Gale
Venue: Frontiers in Psychology
Publisher: Frontiers Media SA
Published: 2020-01-23
Volume: 10
Pages: 3061-3061
ISSN: 1664-1078 (ISSN-L)
DOI: 10.3389/fpsyg.2019.03061
PMC: PMC6989433
OpenAlex: W3000840260
Cited by: 265
References: 136
Citations by year: 2026: 39 · 2025: 63 · 2024: 69 · 2023: 29 · 2022: 37 · 2021: 26 · 2020: 2
FWCI: 25.69
Type: journal article
Language: en
Open access: gold
doi.org
Licence: cc-by
creativecommons.org/licenses/by/4.0/ (vor)
Locations: Frontiers in Psychology (publishedVersion, cc-by)
Europe PMC (PubMed Central) (publishedVersion, cc-by)
PubMed Central (publishedVersion, cc-by)
PubMed (publishedVersion)
DOAJ (DOAJ: Directory of Open Access Journals) (submittedVersion, cc-by-sa)
UCL Discovery (University College London) (submittedVersion)
Topics: Social Sciences › Psychology › Social Psychology › Death Anxiety and Social Exclusion
Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
Social Sciences › Psychology › Applied Psychology › Digital Mental Health Interventions
Keywords: social exclusion, ostracism, mood, chatbot intervention, emotional support, buffer hypothesis, mental health

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Effectiveness of an Empathic Chatbot in Combating Adverse Effects of Social Exclusion on Mood

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