Are Female Chatbots More Empathic? - Discussing Gendered Conversational Agent through Empathic Design

Abstract

Studies have shown that feminine chatbots are perceived as warmer (e.g., likable, friendly) and imbue more humanness to a machine than masculine or gender-androgynous chatbots. As chatbots are being widely deployed in various empathic contexts (e.g., revealing sensitive personal information or facilitating charity donations), how to design the gender of chatbots remains a critical question in the empathic design community. Should designers assign feminine identities to chatbots to improve empathic reactions? In this position paper, we explore the tension between designing empathic agents and the gender assignment of chatbots and how they can relate to the design of the metaphor of the chatbots. After analyzing the problem, we discuss the possible design strategy and their trade-offs. We conclude with possible future work directions that could inform CA gender design that elicits user empathy.