Influence of Rapport and Social Presence with an AI Psychotherapy Chatbot on Users’ Self-Disclosure

Self-disclosure lowers one’s stress and anxiety and benefits their mental health. However, revealing one’s personal and unprotected information can be risky, and such a risk causes major practical difficulties in counseling services. People are reluctant to expose themselves because they are concerned about being negatively evaluated and judged by others, even professional counselors. Accordingly, this study designs and implements a fully automated text-based counseling chatbot that alleviates people’s self-disclosure burden. This chatbot is based on rapport-facilitating dialogue, which creates a mutually stable and favorable relationship between two interlocutors and eventually encourages people to self-disclose. Using 303 nonclinical samples, this study examines how rapport is activated between a user and the counseling chatbot and confirms whether it lowers psychological barriers to being judged and encourages self-disclosure. The findings offer practical implications for artificial intelligence (AI) psychotherapy service developers to design a counseling program to encourage people to reveal their mental issues without hesitation.