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ABSTRACT As artificial intelligence (AI) advances, chatbots exert a substantial influence on consumer well‐being. Nevertheless, the implications of this application on consumer well‐being are still up for discussion. Drawing on social exchange theory, this study explores how chatbot empathy improves customer well‐being. Across one field study coupled with three online experiments, we find that consumers' sense of shared reality and confirmation of expectation are increased by high (vs. low) chatbot empathy, which further improves their well‐being. Additionally, when consumers interact with highly autonomous chatbots, the positive influence of chatbot empathy is attenuated. These results address concerns and possible hazards brought on by the rapid advancement of AI technology by illuminating how chatbot empathy shapes human‐AI relationships and improves consumer well‐being.
Zhang et al. (Wed,) studied this question.
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