User Response Mechanisms to Bias in AI Chatbot Responses : The Roles of Perceptions, Emotions, and Social Presence

Key Points

• This study analyzes how bias in AI chatbot responses influences user perceptions, emotional reactions, and satisfaction, and verifies the moderating effects of social presence.
• Online survey conducted with 600 participants aged 14-60.
• Evaluated perceptions of ethics, warmth, and ability related to chatbot responses.
• Analyzed the impact of positive and negative emotions on user satisfaction.
• Increased bias led to decreased perceptions of ethics, warmth, and ability in chatbots.
• Positive emotions significantly enhanced satisfaction, while negative emotions lowered it.
• Social presence was identified as a significant moderator in the relationship between perceived bias and user perception.