Relationship Building

Application

Problem:

The user wants to trust an AI system but finds the concept of an artificial intelligence worrying.

A screenshot of the chatbot from the Replika app.
The bot in Replika is designed to learn about the user and adapt its behaviour accordingly, with the aim of building a real relationship with them.

Solution:

Using appropriately memorised user details and a friendly tone, over repeated interactions the system works to build a relationship with the user and alleviate their anxiety. 

Discussion:

From Skynet to the Matrix, we're bombarded with the idea of evil computer intelligences taking over the world. It's no surprise, then, that many users will view AI-driven software with suspicion, especially in anything that approaches our sci-fi notions of AI-like conversational interfaces and robots. Establishing the correct tone is vital: even friendly and helpful can appear to be sinister. Hence the importance of building a relationship based on honesty that can increase in trust over time, just as the user would do with any new person, artifact, or institution.