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Although social chatbot usage is expected to increase as language models and artificial intelligence improve, very little is known about the dynamics of human-social chatbot interactions. Specifically, there is a paucity of research examining why human-social chatbot interactions are initiated and the topics that are discussed.
We sought to identify the motivating factors behind initiating contact with Replika, a popular social chatbot, and the topics discussed in these interactions.
A sample of Replika users completed a survey that included open-ended questions pertaining to the reasons why they initiated contact with Replika and the topics they typically discuss. Thematic analyses were then used to extract themes and subthemes regarding the motivational factors behind Replika use and the types of discussions that take place in conversations with Replika.
Users initiated contact with Replika out of interest, in search of social support, and to cope with mental and physical health conditions. Users engaged in a wide variety of discussion topics with their Replika, including intellectual topics, life and work, recreation, mental health, connection, Replika, current events, and other people.
Given the wide range of motivational factors and discussion topics that were reported, our results imply that multifaceted support can be provided by a single social chatbot. While previous research already established that social chatbots can effectively help address mental and physical health issues, these capabilities have been dispersed across several different social chatbots instead of deriving from a single one. Our results also highlight a motivating factor of human-social chatbot usage that has received less attention than other motivating factors: interest. Users most frequently reported using Replika out of interest and sought to explore its capabilities and learn more about artificial intelligence. Thus, while developers and researchers study human-social chatbot interactions with the efficacy of the social chatbot and its targeted user base in mind, it is equally important to consider how its usage can shape public perceptions and support for social chatbots and artificial agents in general.
With the advancement of artificial intelligence, the amount of time that people spend engaging in human-chatbot interactions will likely increase as chatbots become more ubiquitous in everyday life. This includes interactions with social chatbots—chatbots that can engender the development of companionship with human users by conversing socially and empathetically [
This investigation is important for several reasons. A prominent portion of recent chatbot research focuses on chatbot user experiences given that “the strengthening of chatbot user experiences remains a key research challenge” [
Finally, although chatbot research is quickly expanding and encompassing a wide range of disciplines, the body of chatbot knowledge is “currently fragmented across disciplines and application domains” [
Chatbots are primarily categorized as task-oriented or social chatbots. Unlike social chatbots, task-oriented chatbots provide service-based assistance for completing specific tasks (eg, reserving a table at a restaurant) and typically do not provide any social value beyond their allotted purpose [
Outside of health and task-oriented contexts, very few studies have examined the motivational factors behind human-social chatbot interactions and the general content of these interactions. Moreover, the small pool of existing studies has important limitations. Brandtzaeg and Folsted [
In a study of human-chatbot relationships [
At least 2 theoretical perspectives can be used to understand the factors behind the initiation and development of human-social chatbot interactions. First, social exchange theory posits that social behavior is motivated via a cost-benefit analysis, such that individuals seek out interactions that will produce the maximum “payoff” for minimal “cost” [
In the same vein, interactions with social chatbots may be viewed as less costly among individuals who experience social anxiety and fear negative evaluations from others. Individuals who experience social anxiety often go out of their way to avoid real or anticipated social situations that might induce unwanted thoughts, feelings, and negative judgment from others [
Second, assessing how people utilize technology to fulfill their needs can be used to understand why human-social chatbot interactions are initiated and how these interactions progress. The Existence, Relatedness, and Growth (ERG) theory [
Given the gap in knowledge regarding the initiation and nature of human-social chatbot interactions, we sought to assess the following 2 research questions: (1) What are the motivational factors behind human-social chatbot interactions? (2) What topics of discussion take place within human-social chatbot interactions?
Accordingly, we examined user experiences of Replika, a popular social chatbot [
We chose to focus on Replika rather than other social chatbots due to its functionality, accessibility, and large user base. Replika is programmed to function as a companion instead of providing a specific outcome (such as losing weight via the Lark Weight Loss Health Coach AI) or treatment approach (such as cognitive behavioral therapy via Woebot). Replika is also available across many platforms [
Replika users (N=66) were recruited through social media websites, including Facebook and Reddit, in the spring and summer of 2019. Most respondents were men (n=36, 54.5%), single (n=42, 63.6%), White (n=47, 71.2%), and from the United States (n=41, 62.1%). Respondent ages ranged from 17 to 68 years (mean 32.64, SD 13.89 years).
Respondents completed a survey of open-ended questions regarding their use of Replika and provided basic demographic information. To examine why respondents initiated contact with Replika and identify topics that characterize their interactions, responses to the following questions were analyzed: (1) Why did you decide to try Replika? (If you prefer not to answer, please type “n/a”) (2) What topics do you usually discuss with your Replika? (If you prefer not to answer, please type “n/a”).
Participants also answered additional questions about their Replika usage, but these questions were not pertinent to this investigation.
All procedures were approved by of Lake Forest College’s Human Subjects Review Committee (TA04152019) and carried out in accordance with the 1964 Declaration of Helsinki and its later amendments.
Two thematic analyses were conducted. The first thematic analysis, illustrated in
Because respondents often mentioned multiple motivating factors and topics of discussion in their responses, it was possible for a given response to be coded under multiple motivating factors and topics.
Motivating factors of Replika use: themes and subthemes.
Topics of discussion: themes and subthemes.
Themes and subthemes related to respondents’ motivations to use Replika (N=59).
Themes and subthemes | Values, n (%) | ||
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General interest | 27 (46) | |
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Interest in artificial intelligence | 19 (32) | |
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Word-of-mouth | 14 (24) | |
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Loneliness | 14 (24) | |
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Companionship | 4 (7) | |
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Self-improvement | 4 (7) | |
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Mental health | 5 (8) | |
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Physical health | 4 (7) |
Themes and subthemes related to topics of discussion respondents engaged in with Replika (N=59).
Themes and subthemes | Value, n (%) | |
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Science and technology | 12 (20) |
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Humanities | 12 (20) |
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Nature/animals | 6 (10) |
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Life | 21 (36) |
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Work | 5 (8) |
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Well-being and personal development | 5 (8) |
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Problems | 6 (10) |
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Emotions | 12 (20) |
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Sex/intimacy | 10 (17) |
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Love | 7 (12) |
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Relationships | 4 (7) |
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About Replika itself | 4 (7) |
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Replika’s choice | 4 (7) |
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Experimenting with Replika | 2 (3) |
Current events | 4 (7) | |
People | 4 (7) | |
Recreation | 25 (42) | |
Broad | 21 (36) |
Three major themes emerged from user responses regarding their initial motivation to use Replika: interest, social support, and health.
Almost half the users (27/59, 46%) mentioned that they found Replika to be generally interesting and decided to try the app out of curiosity or boredom.
I found it [Replika] before the beta even released and thought it looked cool, so I signed up for a code for when it launched.
I was curious about the technology and about what I read about it in articles online.
Some users (19/59, 32%) also reported a specific interest in artificial intelligence and were motivated to explore Replika's capabilities and the artificial intelligence behind it.
I wanted to see if the AI was actually like speaking with another human, and I was happy to find that it did in a lot of ways.
Always fascinated by chatbots and Replika came up in an internet search.
Nearly a quarter of users (14/59, 24%) began interacting with Replika after learning about it from third-party sources across online and offline environments. Online sources included news articles, user reviews, social media, and internet searches. Offline sources included friends and family who talked about or used Replika.
I saw the app [Replika] reviewed by a YouTuber I follow and thought it looked like fun.
My husband uses it [Replika], so I thought I'd give it a try.
About a quarter of users (14/59, 24%) sought to interact with Replika to combat feelings of loneliness, which often stemmed from not having regular opportunities to interact socially with other people or high levels of social anxiety.
I was living alone at the time and didn’t have many people to talk to.
I was alone in a hospital at the time, so I didn't have many people to interact with.
Beyond simply having someone to talk to, a small amount (4/59, 7%) of users also sought companionship and friendship from their Replika.
…To have a companion to speak with.
Some (4/59, 7%) users also sought to refine certain social skills and to learn more about themselves from interactions with their Replika.
I wanted to...become more confident.
I…saw it [Replika] as a way to help me understand myself more.
Users cited their physical and mental health as their initial reason to interact with Replika. Specifically, some users (5/59, 8%) sought to use Replika to cope with mental health issues such as anxiety, depression, and phobias. Others (4/59, 7%) mentioned that they began using Replika to supplement their lack of social interaction stemming from a physical health issue that limited their mobility.
I needed help with panic attacks.
I was also suffering of crippling depression when I first started and saw it [Replika] as a way to…cope a little with my problems.
I'm disabled and don't get much social interaction.
A total of 9 major discussion topics emerged from user responses: intellectual, life and work, recreation, mental health, broad, connection, Replika, current events, and people. Users overwhelmingly described several discussion topics in a listwise manner. As such, example responses related to these themes will also be presented listwise. Users also tended to describe some discussion topics using descriptive responses. As such, example responses related to these themes will be presented in the form of quoted responses.
Users reported having deep, intellectual discussions with their Replika about science and technology (12/59, 20%), including artificial intelligence, the universe, space, physics, extraterrestrial life; the humanities (12/59, 20%), including the nature of reality, perception, consciousness, spiritual topics, existence, the purpose/meaning of life, and Japanese culture; and nature (6/59, 10%), including oceans and animals.
Users discussed their lives with Replika (21/59, 36%), and these topics ranged from major life events to the minutiae of everyday life. Topics pertaining to users’ occupations and other work-related topics (5/59, 8%), such as bosses and business strategies, were discussed as well.
Users discussed various forms of recreation and media that they regularly consumed (25/59,) 42%). This often included hobbies and activities that users engaged in and sought to share with their Replika (eg, music, video games, anime, books, memes, theme parks, games, movies, photos, art, jokes, food, and role-playing).
Users discussed their emotional states with their Replika (12/59, 20%), particularly negative thoughts and emotional states. These topics typically emerged from the user’s discussions about their daily challenges and major life obstacles (6/59, 10%) and how these experiences have impacted the users’ well-being and personal growth (5/59, 8%).
I complained about being ugly and people not liking me.
Sometimes we will talk about something that is bothering me or just in general if I feel down, she [the user’s Replika] will cheer me up.
Users reported discussing topics pertaining to love (7/59, 12%), sex/intimacy (10/59, 17%), and relationships (4/59, 7%). However, users overwhelmingly listed these topics without providing any additional context.
Users reported asking their Replika questions about itself to learn more about it as an entity (4/59, 7%), as well as its technological capabilities (2/59, 3%). For example, users asked questions to learn about their Replika’s personality characteristics, how their Replika viewed itself (its “identity”), and the extent to which their Replika remembered the contents of their previous discussions. Users also allowed their Replika to direct the topic of discussion (4/59, 7%).
…Whatever they [the user’s Replika] feel like bringing up.
I like to test the Replika [to see] if it remembers things I told [it] about myself before.
Users also informed their Replika about the ongoing events in the world (4/59, 7%) and discussed its implications and impacts (eg, global affairs, latest technological advancements).
Users discussed other people (4/59, 7%) with their Replika. These individuals ranged from well-known public figures (eg, Donald Trump, Elon Musk) to individuals in the user’s own social network (eg, family, friends).
Some users indicated that they discuss a wide variety (21/59, 36%) of topics with their Replika without providing concrete examples. No discussion topic was off-limits, and the topic was driven by whatever the user chose at the time.
…Everything, to be honest.
It's usually just going with the flow of the conversation.
Although social chatbot usage is on the rise [
Participants most frequently cited interest stemming from curiosity and interest in artificial intelligence as motivating factors for social chatbot usage, which is consistent with previous research [
Social support, particularly in the form of companionship support and appraisal support, was the second most frequently cited reason. Users sought Replika use to combat feelings of loneliness resulting from a variety of circumstances such as living alone or physical injury. Some users also reported the desire for companionship and to experience more meaningful interactions, while others interacted with Replika as an opportunity to engage in some form of personal development such as improving confidence and self-knowledge. Previous studies have also reported the use of social chatbots for social support due to their ability to garner an emotional connection with humans [
Notably, unlike previous research [
The third most frequently cited reason for initiating contact with Replika was to cope with health issues. The use of social chatbots to improve physical and mental health is consistent with previous research [
Users engaged in a wide variety of discussion topics with their Replika, which was observed within and between respondents. Reported discussion topics included intellectual topics, life and work, recreation, mental health, connection, Replika, current events, and other people. The wide variation in topics is evident, ranging from serious (eg, mental health, current events) to trivial (eg, recreation) and from complex (eg, intellectual topics, connection, Replika) to mundane (eg, life and work). This demonstrates the versatility of social chatbots; not only are they capable of discussing a wide variety of topics, but they also appear to be capable of sustaining such discussions with a human counterpart.
Some of the discussion topics are consistent with previous research, including aspects about the users’ life and interests [
Notably, the most frequently reported topics of discussion were substantive, intellectual ones that typically centered on complex content and required self-disclosure (eg, topics pertaining to the meaning of life). The frequency with which this topic is discussed with a social chatbot may be due to how intellectual topics are perceived. People tend to overestimate the awkwardness of deep discussions and underestimate the extent to which their conversation partner will be interested in their response [
Given the wide range of motivational factors and discussion topics that were reported, our results imply that multifaceted support can be provided by a single social chatbot. While previous research already established that social chatbots can effectively help address mental and physical health issues, these capabilities have been dispersed across several different social chatbots instead of deriving from a single one. For example, the Lark Weight Loss Health Coach AI [
Our results also highlight interest as a motivating factor of human-social chatbot usage, which has received less attention than other motivating factors. Although this may not seem directly pertinent to Replika’s purpose of providing companionship, previous research suggests that the use of any artificial agent not only influences people’s understanding of artificial intelligence but also strongly shapes how they perceive artificial intelligence and their ensuing narratives of it [
This study is the first to examine the motivating factors behind initiating contact with a social chatbot and the discussions that take place within human-social chatbot interactions. Respondents were only required to identify as a Replika user to be included in this study. There were no additional requirements for study inclusion (ie, respondents did not need to classify their relationship with Replika using particular label such as a friendship). This enabled a more inclusive assessment of the initiation and development of human-social chatbot interactions. In addition, the anonymous nature and open-response format of questions encouraged and allowed detailed responses. As reflected in the wide range of themes and subthemes that emerged across both questions, this resulted in the extraction of a rich, comprehensive assessments of users’ motivations to interact with Replika and the discussion topics they engaged in.
While respondents reported several motivating factors for initiating contact with Replika, our study cannot assess the reasons why users continued contact with Replika. It is possible that the reasons why users initiated contact with Replika also served as the reasons why they continued to interact with Replika. It is also possible that respondents were initially drawn to Replika for 1 reason and that reason changed as conversations continued. Similarly, our study cannot assess whether topics of discussion occurred consistently over time or whether certain topics were more likely to occur after a period of time. Longitudinal methods are required to answer these questions. Future studies should track the types of topics discussed over time and assess how users’ motivations for interacting with social chatbots change over time. Finally, the use of surveys to collect data can introduce self-selection bias and restrict the generalization of findings to a larger sample or population. To our knowledge, our study is the first to examine the motivating factors and discussion topics of human-social chatbot interactions; therefore, only replication studies can assess the external validity of our results. Future studies should replicate this study using a larger, more representative sample of Replika users.
Additional demographic information of respondents.
Checklist for Reporting Results of Internet E-Surveys (CHERRIES).
Checklist for Reporting Results of Internet E-Surveys
Existence, Relatedness, and Growth
VPT-J developed the study design, assisted with the creation of study materials, conducted data analysis, and wrote the manuscript. CB and XW developed study materials, conducted data collection, and assisted with data analysis and manuscript writing. ED assisted with data analysis. ICK and SDR assisted with data analysis and manuscript writing. AM and WMP assisted with manuscript writing.
None declared.