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keywords:
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human computer interaction
AI chatbots are increasingly designed to exhibit human-like traits such as empathy. However, how users perceive the empathy of these chatbots, and how this affects users' feelings about the conversation with them, has not been thoroughly examined. This study examines how the identity and perceived empathy of a chatbot affect human perceptions of the overall conversation quality. We analyzed 154 conversations from two datasets and found that, although GPT-based chatbots were rated significantly higher in overall conversational quality, they were perceived by users as having lower empathy compared to human counterparts. Ratings of empathy from GPT-4o annotation align with human assessments, demonstrating a consistent perception of lower empathy in chatbots. However, off-the-shelf empathy models trained human-human conversations found no differences in perceived empathy in language between chatbots and humans. Our research emphasizes the importance of perceived empathy in influencing overall conversation quality. Managing perceived empathy in human-AI interactions is complex; creating chatbots that are perceived as high-conversational quality involves more than simply using empathetic language.
