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Journal Article
Empathy in action: An empirical exploration of user perspectives on conversational agent empathy
- Authors
- Bumho Lee, Youngsoo Shin, Byounghyun Yoo
- Issue Date
- 2026-04
- Citation
- International Journal of Human Computer Studies, v.211, pp.1-16
- ISSN
- 1071-5819
- Publisher
- Elsevier
- Language
- English
- Type
- Journal Article
- Abstract
- As Conversational Agents (CAs) increasingly interact with users on social and emotional levels, understanding how these agents convey empathy has become a critical challenge. This paper reports on an exploratory mixed-methods study that proposes and empirically explores an initial framework for CA empathic responsiveness. The research proceeds in two sequential studies. Study 1 first conducted a qualitative analysis of open-ended surveys (N=166, U.S. and South Korea) to identify key user-defined empathic behaviors. Through thematic analysis, these insights were integrated with existing empathy theories to derive a framework of four core agent characteristics: Active Listening (AL), Personalization (PE), Emotional Expressivity (EE), and Persona Attractiveness (PA). Study 2 then conducted a quantitative investigation in South Korea (N=200) using Structural Equation Modeling (SEM) to test this framework. Empathic responsiveness was operationalized adopting the Agent Empathic Reactivity Index (AERI), a validated CA-specific adaptation of the Interpersonal Reactivity Index (IRI), assessing perspective-taking, fantasy, empathic concern, and personal distress. SEM results confirmed all 12 hypothesized paths. AL and PE strongly enhanced perspective-taking and empathic concern, while PE also significantly reduced personal distress. Notably, EE and PA had dual effects: they improved positive dimensions, such as fantasy, but also significantly increased users’ perception of the agent’s personal distress. These findings highlight the delicate balance required in designing emotionally resonant CAs. This work advances the theoretical understanding of multidimensional agent empathy and provides actionable, nuanced guidance for designers aiming to build trust and foster long-term user relationships.
- Keyword
- Agent empathic characteristics, Agent empathic reactivity, Conversational agent, User perception
- KSP Keywords
- Active Listening, Conversational Agents, Dual effects, Open-ended, Quantitative investigation, Reactivity index, South Korea, Thematic analysis, User Relationships, User perception, mixed-methods
This work is distributed under the term of Creative Commons License (CCL)
(CC BY)
(CC BY)
