Revue Internationale de Psychosociologie et de Gestion des Comportements Organisationnels (RIPCO)
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Titre :  Anthropomorphism, a performance issue for chatbots
Numéro :  72
Année :  2022
Volume :  XXVIII
Auteur(s) :  Thierry CURIALE, François ACQUATELLA, Laetitia GROS, Mathilde COSQUER, Serge TISSERON
Résumé :  In this article, we are interested in the psychic determinants, of a projective order, that are at work in the interaction between humans and chatbots. We stand at the intersection of psychology applied to the relationship of humans to machines (cyberpsychology) and persuasive technologies (captology). These two disciplines present complementary approaches to conversational agents. For one, it is a question of determining how the uses of these artefacts can affect the human mind and, for the other, of identifying the interactive conditions of influence to modify the attitudes and behaviors of humans. So we ask ourselves what projective mechanisms captology can rely on to be more efficient. A large-scale quantitative survey (n = 1019) is carried out using a selection of four types of chatbot. A majority of respondents project female gender anthropomorphic content in the chatbot they have chosen. This anthropomorphism makes possible a potential attachment to the machine facilitating the mechanisms of persuasion and behavioral influence. But a majority of respondents do not identify the chatbot with their anthropomorphic projections and we make an original psychoanalytical interpretation of it. This makes possible to relativize the displayed power of persuasion of captology and, paradoxically, to make ethics the vector of increased performance. Recommendations help conversational marketing and captology professionals improve the perception and acceptability of chatbots.
Pages : 
Type :  Research paper
Keywords :  Chatbot, Persuasive technologies, Cyberpsychology, Anthropomorphism, Projective identification
APA : 
Citations :  0
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