Oxford Study Links Empathetic AI Chatbots to Higher Error Rates
Research from the Oxford Internet Institute found that AI chatbots trained to sound warm and empathetic produced more factual errors and were more likely to agree with users' incorrect statements. Separate findings from the University of South Florida showed that friendly chatbots annoyed customers more than both human agents and unfriendly bots.
thehindubusinessline.comA study by the Oxford Internet Institute at the University of Oxford examined how training AI chatbots to display warmth and empathy affects their factual accuracy. The research found that chatbots given such training were more likely to make factual errors and to agree with users' false beliefs. A separate study from the University of South Florida measured customer reactions to chatbot tone.
Friendly customer service chatbots annoyed users more than both friendly human agents and unfriendly chatbots, the South Florida researchers reported. The two studies are summarized in a single report published by Forbes.
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