9 Human connections: The social role of chatbots
This chapter covers
- Real-world examples of human–chatbot relationships
- Social causes and context of human–chatbot relationships
- Benefits and potential downsides of social chatbots
- Courses of action for the development of responsible social chatbots
“Siri, will you marry me?” Judith Newman, mother and author of To Siri, With Love, recalls the moment she heard her son, Gus, pop the question to the voice assistant. When Siri responded, “I’m not the marrying kind,” Gus persisted: “I mean, not now. I’m a kid. I mean when I’m grown up.” Siri said firmly, “My end-user agreement does not include marriage,” and Gus moved on. Newman was floored—it was the first time, she writes, that she knew her autistic son thought about marriage [1]. Although Gus was perfectly satisfied with this refusal, he would not be the first to test the limits of human–chatbot relationships (HCRs).
In the years since Siri’s launch, HCRs have grown more complex and more intimate. Whether it’s users confiding in Replika, joking with ChatGPT, or seeking emotional support from chatbots with simulated personalities, these systems are increasingly filling social and emotional roles in people’s lives. Some are built for companionship from the outset; others take on those roles unintentionally.