As chatbots are becoming increasingly popular, we often wonder what users perceive as natural and socially accepted manners of interacting with them. Some researchers maintain that humans should avoid engaging in emotional conversations with chatbots, while others have started building empathetic chatting machines using the latest deep learning techniques. To understand if chatbots should comprehend and display emotions, we conducted semi-structured interviews with 18 participants. Our analysis revealed their overall enthusiasm towards emotionally aware agents. More importantly, users' intention to accept emotional chatbots seem to hinge on how these agents respond to our specific emotions, rather than just the ability to detect human emotions. Our findings also disclosed the specific application domains where emotionally intelligent technology could improve user experience. To conclude, we summarized a set of emotion interaction patterns that inspire users' intention to adopt such technology as well as guidelines useful for the development of emotionally intelligent chatbots.

中文翻译：

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聊天机器人的社交和情感礼仪：一种了解用户需求和期望的定性方法

随着聊天机器人变得越来越流行，我们经常想知道用户认为与他们互动的自然和社会接受的方式是什么。一些研究人员坚持认为，人类应该避免与聊天机器人进行情感对话，而其他人则开始使用最新的深度学习技术构建移情聊天机器。为了了解聊天机器人是否应该理解和表达情感，我们对 18 名参与者进行了半结构化访谈。我们的分析揭示了他们对情绪感知代理的整体热情。更重要的是，用户接受情绪聊天机器人的意图似乎取决于这些代理如何对我们的特定情绪做出反应，而不仅仅是检测人类情绪的能力。我们的研究结果还揭示了情感智能技术可以改善用户体验的特定应用领域。总而言之，我们总结了一组激发用户采用此类技术的意图的情感交互模式以及对开发情感智能聊天机器人有用的指南。