Emotional communication between humans and AI chatbots : exploring responses and perceptions

다국어 초록 (Multilingual Abstract)

This study examines how humans perceive emotional communication from chatbot s, focusing on perceived empathy, emotional appropriateness, authenticity, and com munication satisfaction. As artificial intelligence （AI） systems become increasingly embedded in daily co mmunication, chatbots are beginning to serve not only informational and task-orie nted functions but also emotional and relaional ones. Users now turn to conversati onal agents for empathy, comfort, and interpersonal connection, raising important q uestions about how humans perceive chatbot emotional communication and what ef fects these interactions may have. Although AI is capable of simulatiing emotional expressions through natural language processing, it fundamentally lacks subjective experience, which may influence user trust, perceived authenticity, and emotional satisfaction. Prior research offers mixed findings regarding users' emotional respon ses to chatbots, and the mechanisms underlying these perceptions remain insuffici ently understood. Using mixed-methods approach combining surveys and in-depth interviews, the research aims to identify key factors shaping user responses to chatbot-generated emotional messages. The study also explores whether users differentiate between human and chatbot emotional expressions and how these perceptions influence th eir willingness to engage emotionally with AI systems. By analyzing both quantitative and qualitative data, this research seeks to provid e a deeper understanding of emotional communication processes in human-AI inte raction. The findings are expected to contribute to emotional communication theory, inform the design of more ethically responsible conversational agents, and clarify the implications of relying on AI for emotional support in contemporary digital envi ronments.

목차 (Table of Contents)

• Abstract i
• Chapter 1
• Introduction 1
• Literature Review 2
• Chapter 2
• Study1.Experimental Survey 7
• Methodology 8
• Results 14
• Chapter 3
• Study2.Interviews 26
• Methodology 27
• Results 29
• Chapter 4
• Discussion 34
• Limitations 37
• Appendix A 39
• Appendix B 48
• Appendix C 50
• References 72
• 국문초록 76