心理科学进展2025，Vol.33Issue(6)：1006-1026,21.DOI:10.3724/SP.J.1042.2025.1006
当人工智能面对人类情感:服务机器人情感表达对用户体验的影响机制
When artificial intelligence faces human emotions:The impact mechanism of emotion expression in AI-empowered service robots on user experience
摘要
Abstract
The rapid development of next-generation AI technology has brought about profound transformations in the service environment,"AI+"has become an important strategic issue in China.However,current AI services still face challenges such as user resistance,low acceptance,and poor service experiences.Therefore,enhancing the emotional expression capabilities of service robots has become critical to improving user experience.This study takes the perspective of the process of AI-empowered emotion connection,establishing an"Emotional Recognition,Emotional Expression Content,Emotional Expression Methods"framework in human-AI interaction.Three core aspects are addressed:(1)Constructing a user emotion recognition method based on a multi-modal emotion computation model and building a user emotional matrix.(2)Exploring the role mechanism of AI emotional expression content across various stages of service interaction.(3)Investigating the impact mechanisms of AI emotional expression methods on user experience based on service contexts.By integrating behavioral experiments with neuroscientific experiments,this research aims to uncover the"black box"of user service experience.This study provides a comprehensive theoretical framework for exploring the impact of AI emotional expression in human-AI interaction,providing a new direction for the integrated development of AI and service industry,and contributing to the creation of a new paradigm for intelligent services in the era of"AI+."关键词
人工智能客服/人机交互/服务机器人/情感表达/用户体验Key words
AI customer service/human-AI interaction/service robot/emotional expression/user experience分类
心理学引用本文复制引用
罗莉娟,王康,胡金淼,徐四华..当人工智能面对人类情感:服务机器人情感表达对用户体验的影响机制[J].心理科学进展,2025,33(6):1006-1026,21.基金项目
国家自然科学基金项目(72471151,72171151,72101157)和中央高校基本科研业务费专项资金资助(2021114003,2023TD003). （72471151,72171151,72101157）
