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Facial Expressions in Conversational AI: the Hot Trend that Boosts Empathy but Flops on Trust

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  • Charlotte De Sainte Maresville

    (UBS - Université de Bretagne Sud, UBS Vannes - Université de Bretagne Sud - Vannes - UBS - Université de Bretagne Sud, LEGO - Laboratoire d'Economie et de Gestion de l'Ouest - UBS - Université de Bretagne Sud - UBO EPE - Université de Brest - IMT - Institut Mines-Télécom [Paris] - IBSHS - Institut Brestois des Sciences de l'Homme et de la Société - UBO EPE - Université de Brest - UBL - Université Bretagne Loire - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris])

  • Christine Petr

    (LEGO - Laboratoire d'Economie et de Gestion de l'Ouest - UBS - Université de Bretagne Sud - UBO EPE - Université de Brest - IMT - Institut Mines-Télécom [Paris] - IBSHS - Institut Brestois des Sciences de l'Homme et de la Société - UBO EPE - Université de Brest - UBL - Université Bretagne Loire - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris], UBS - Université de Bretagne Sud, MARSOUIN - Môle Armoricain de Recherche sur la SOciété de l'information et des usages d'INternet - UR - Université de Rennes - UBS - Université de Bretagne Sud - ENSAI - Ecole Nationale de la Statistique et de l'Analyse de l'Information [Bruz] - Groupe ENSAE-ENSAI - Groupe des Écoles Nationales d'Économie et Statistique - UBO EPE - Université de Brest - IMT - Institut Mines-Télécom [Paris] - UR2 - Université de Rennes 2 - UBL - Université Bretagne Loire - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris])

Abstract

Dynamic facial expressions in AI conversational agents are a rising trend, enhancing emotional engagement and user satisfaction by making interactions feel more personal and engaging. An experimental design comparing two chatbots—one with dynamic expressions and one without—showed that while expressions enhance emotional connection, they fall short in improving trust or advice quality. Absence of expressions fits contexts requiring objectivity and transparency. These findings stress the growing importance of a context-sensitive design in conversational AI, where emotional cues are carefully balanced to match user expectations.

Suggested Citation

  • Charlotte De Sainte Maresville & Christine Petr, 2025. "Facial Expressions in Conversational AI: the Hot Trend that Boosts Empathy but Flops on Trust," Post-Print hal-05362633, HAL.
    • Handle: RePEc:hal:journl:hal-05362633
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