How machines are changing the way we communicate: Research on human-machine communication

Sometimes, conversations with chatbots feel surprisingly human, while at other times, their artificial nature is immediately apparent. ASCoR research shows that people often prefer chatbots over traditional websites, yet overly human-like bots can feel unsettling.

Chatbots and AI-driven systems are increasingly used in customer service, healthcare, and everyday life. Parents and children rely on virtual assistants for games and stories, while some individuals use chatbots for emotional support. This raises key questions: how social should technology be? And to what extent do we want machines to play a role in our daily lives?

Additionally, chatbots can sometimes be more persuasive than news articles. Users perceive them as more credible and personal, especially when they exhibit human-like traits. This trust can benefit businesses, improving customer service and even influencing purchasing decisions.

However, AI-powered communication also raises ethical concerns. AI is playing a growing role in healthcare and finance, making decisions about treatments and loans. While people often view AI as impartial, biases can still be embedded in the algorithms. Privacy is another crucial issue: how much data should AI systems be allowed to collect, and who oversees this process?

These and other pressing questions are explored in Communication Research into the Digital Society - Fundamental insights from ASCoR’s research, published to celebrate ASCoR’s 25th anniversary. The book offers a comprehensive overview of technology’s impact on communication and is freely available online.

Lees meer over het onderzoek en download het boek via de UvA-website.