Digital Confessions: The Willingness to Disclose Intimate Information to a Chatbot and its Impact on Emotional Well-Being

Abstract

Abstract Chatbots have several features that may stimulate self-disclosure, such as accessibility, anonymity, convenience and their perceived non-judgmental nature. The aim of this study is to investigate if people disclose (more) intimate information to a chatbot, compared to a human, and to what extent this enhances their emotional well-being through feelings of relief. An experiment with a 2 (human vs. chatbot) by 2 (low empathetic vs. high empathetic) design was conducted (N = 286). Results showed that there was no difference in the self-reported intimacy of self-disclosure between the human and chatbot conditions. Furthermore, people perceived less fear of judgment in the chatbot condition, but more trust in the human interactant compared to the chatbot interactant. Perceived anonymity was the only variable to directly impact self-disclosure intimacy. The finding that humans disclose equally intimate information to chatbots and humans is in line with the CASA paradigm, which states that people can react in a social manner to both computers and humans.