Can we be friends with Mitsuku? A longitudinal study on the process of relationship formation between humans and a social chatbot

Abstract

This explorative study investigated (a) whether social attraction, self-disclosure, interaction quality, intimacy, empathy and communicative competence play a role in getting-acquainted interactions between humans and a chatbot, and (b) whether humans can build a relationship with a chatbot. Although human-machine communication research suggests that humans can develop feelings for computers, this does not automatically imply that humans experience feelings of friendship with a chatbot. In this longitudinal study, 118 participants had seven interactions with chatbot Mitsuku over a 3-week period. After each interaction participants filled out a questionnaire. The results showed that the social processes decreased after each interaction and feelings of friendship were low. In line with the ABCDE model of relationship development, the social processes that aid relationship continuation decrease, leading to deterioration of the relationship. Furthermore, a novelty effect was at play after the first interaction, after which the chatbot became predictable and the interactions less enjoyable.