챗봇과의 대화에서 의도적인 부정확한 정보 제공에 대한 영향 요인 연구: 온라인 데이팅 서비스 이용 상황에서
A Study of Influencing Factors for Intentional Inaccurate Information Provision in Conversations with Chatbots: In the Context of Online Dating Services
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참고문헌
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초록
챗봇은 편리한 기능뿐만 아니라 친근하고 인간적인 경험을 제공하는 대화형 소통 도구로서 활용 범위가 크게 확대되 고 있다. 쌍방향 소통이 가능한 챗봇은 사용자와 정보를 주고받으며 다양한 과업을 수행할 수 있는데, 이 때 사용자는 의도적으로 부정확한 정보를 제공하기도 한다. 본 연구는 온라인 데이팅 서비스 이용 상황에서 대화형 에이전트에 대한 사회적 실재감, 개인 정보 제공에 대한 지각된 위험, 알고리즘에 대한 신뢰를 주요한 영향 요인으로 고려하여, 이들이 부 정확한 정보 제공 의도에 미치는 영향을 파악하고, 그 효과가 에이전트 유형에 따라 변하는지를 함께 살펴보았다. 이를 위해, Amazon Mechanical Turk(MTurk)으로부터 데이터를 수집하고 구조방정식 모형을 이용하여 분석하였다. 분석 결과, 부정확한 정보 제공 의도에 관련된 요인들 간의 유의미한 관계를 확인하고 나아가 이들이 에이전트 유형에 따라 달라지 는 것을 실증적으로 확인하였다. 본 연구 결과를 통해 온라인 환경에서 부정확한 정보 제공 행위에 대한 학술적인 시사 점 및 이런 의도를 감소시키기 위한 챗봇 설계 방안 등의 실무적 시사점을 도출하였다. 또한, 온라인에서의 부정확한 정보로 인해 발생할 수 있는 결과에 대한 윤리적인 시사점도 논하였다.
Abstract
Chatbots are becoming increasingly popular as interactive communication tools that provide not only convenience but also a friendly and humanized experience. Due to the interactive nature of chatbots, they can exchange information with users to perform various tasks, and users sometimes intentionally provide inaccurate information. Considering social presence of conversational agents, perceived risk of providing personal information, and trust in algorithms as key influencing factors, this study explores the effects of those factors on the intention to provide inaccurate information in the context of online dating services and examine whether these effects vary across types of conversational agents. We conducted an analysis of structural equation model using data collected from Amazon Mechanical Turk (MTurk). The analysis results showed significant relationships between factors related to the intention to provide inaccurate information and empirically confirmed that those relationships vary by types of conversational agents. Out findings have academic implications for the behavior of providing inaccurate information in online environments and practical implications for designing chatbots to reduce such intentions. We also discuss the ethical implications of the consequences of inaccurate information online.
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