Can Chatbots Like GPT-4 Replace Human Coaches: Issues and Dilemmas for the Coaching Profession, Coaching Clients and for Organisations.

The study investigates how users perceive and interact with chatbots, focusing on their emotional and cognitive responses. Researchers aimed to determine whether users attribute human-like qualities to chatbots, how they emotionally react to chatbot interactions, and what factors influence trust and engagement levels. Research Question: How do people perceive and respond to chatbot interactions, and what factors affect their level of trust and engagement? Methodology: The researchers adopted a mixed-methods approach, incorporating:

1. Qualitative interviews with users who shared their experiences with various chatbots.
2. Content analysis of chatbot conversations, examining language style, user responses, and interaction frequency.
3. Empirical data collection from existing systems to analyze usage patterns and factors influencing chatbot perception.

Key Findings:

• Anthropomorphism of Chatbots: Users tend to treat chatbots as if they were human, especially when the chatbot’s language and behavior resemble natural human conversation.
• Impact of Reliability and Response Quality: Higher trust levels are associated with chatbots that provide accurate and relevant responses, whereas inconsistencies and errors lead to frustration and disengagement.
• Emotional Reactions: Users experience emotions such as anger, joy, or disappointment when interacting with chatbots, similar to their reactions in human interactions.
• Purpose of Use: User experience varies depending on the chatbot’s purpose—chatbots designed for customer service are perceived differently from those used for personal conversations or entertainment.

Conclusions: The study highlights that chatbot interactions evoke responses similar to human interactions, but trust depends significantly on the chatbot’s conversational quality. The researchers recommend designing chatbots with reliable, consistent, and personalized responses to enhance user experience and trust. Link to the full article >>