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A Picture is Worth a Thousand Words—Exploring Bias in Inclusive Chatbots

Author

Listed:
  • Ricarda Schlimbach

    (Chair of Service Information Systems
    Wirtschaftsinformatik)

  • Anika Stoppel

    (Chair of Service Information Systems)

  • Lucas Lampka

    (Chair of Service Information Systems)

  • Susanne Robra-Bissantz

    (Chair of Service Information Systems)

Abstract

This study examines the impact of different avatar pictures (gender & disability representation) and gendering on students’ perceptions of chatbots in an interaction on learning strategies with 180 students from a German university. In the first experiment, we manipulated the chatbot’s humanoid profile picture based on gender and the representation of a visible handicap (wheelchair). In the second experiment, we varied its language style. Statistical analysis revealed that displaying a physical disability significantly enhanced trust, credibility, and empathy but reduced perceived competence and dominance. Gender-sensitive language improved perceptions of competence, trust, credibility, and empathy, whereas we did not find significant interaction effects between both factors. Our results imply the necessity of a more inclusive design of information systems and highlight designers’ responsibility in raising awareness and mitigating unconscious bias, as digital learning (technologies) continue to advance.

Suggested Citation

  • Ricarda Schlimbach & Anika Stoppel & Lucas Lampka & Susanne Robra-Bissantz, 2025. "A Picture is Worth a Thousand Words—Exploring Bias in Inclusive Chatbots," Lecture Notes in Information Systems and Organization,, Springer.
    • Handle: RePEc:spr:lnichp:978-3-031-80119-8_1
    DOI: 10.1007/978-3-031-80119-8_1
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