Emotional Availability in Chatbot Interaction: Understanding Perceptions and Expectations of Youth
Type: article
Abstract: The use of chatbots by youth extends beyond information seeking to conversations about emotionally challenging and potentially distressing topics, raising the question of which interactional qualities they perceive as supportive. This exploratory study uses Emotional Availability (EA) as an analytical lens to examine these perceptions. Based on 17 semi structured interviews with youth aged 18 to 21 and two EA expert interviews, a hybrid thematic analysis combined deductive and inductive coding. Participants associated supportive interaction less with emotional expressiveness than with concise validation, structured but non-directive guidance, neutral and non-judgmental communication, user-initiated interaction, and control over personal data. These accounts are interpreted in relation to sensitivity, structuring, non-intrusiveness, and non-hostility, while acknowledging the limitations of transferring EA from human relationships to human AI interaction. This study contributes an initial exploration of whether EA can be transferred from human relationships to human-AI interaction and how youth perceive its dimensions in chatbot communication.
Authors: Korn, Elisa, Morana, Stefan, Möhler, Eva
Institution: Saarland University
Language: English
Subfield: Social Psychology
Field: Psychology
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W7222992211