Exploring the influence of user characteristics on verbal aggression towards social chatbots

Bibliographic Data

ID21453053
AuthorsHyoJin Chin (0000-0003-4773-9518, Institute for Basic Science), Mun Yong Yi (0000-0003-1784-8983, KAIST, corresponding author)
Year2025
Volume44
Issue8
Pages1576-1594
Publication date2025-05-09
Open AccessNo
TypeARTICLE
VenueBehaviour and Information Technology (JOURNAL)
Journal identifiersISSN: 0144-929X • E-ISSN: 1362-3001
PublisherInforma UK Limited (PUBLISHER • GB)
DOI10.1080/0144929x.2024.2362957
OpenAlexW4399353429
LanguageEN
Citations received2
References cited53

Chatbots possess great potential benefits, yet concerns persist regarding users adopting inappropriate, offensive language. This research delved into the influence of user characteristics on verbally aggressive behaviours towards social chatbots. Employing a mixed-method study, we examined individual characteristics such as personal dispositions, offensive language patterns, academic majors, and prior experiences with conversational agents. Findings from a ten-day field experiment involving 33 participants using a real-world Telegram-based chatbot app unveiled that users' anthropomorphism, computer-related major, and gender significantly impact their moral emotions and evaluations of the chatbot's capabilities. Moreover, employing offensive language towards the chatbot detrimentally impacted users' perceptions of its abilities, helpfulness, and likability. The research findings advocate for ongoing monitoring and effective resolution of users' behaviours regarding the use of offensive language in their interactions with a chatbot. Additionally, the results underscore the importance of incorporating diverse perspectives into chatbot design to address biases and offensive utterances

Aggression · Human–computer interaction · Nonverbal communication · Poison control · Verbal aggression · AI in Service Interactions · Communication · Computer Science · Hate Speech and Cyberbullying Detection · Human Factors and Ergonomics · Medicine · Misinformation and Its Impacts · Psychology · Social Psychology

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