Persepsi Kemanusiaan pada Chatbot: Analisis Perbandingan Persepsi Generasi Y dan Z

Abstract

Purpose: This study aims to investigate the significant differences between Generation Y and Generation Z in their assessment of the human-likeness of designed chatbots.

Methodology/approach: The study used a scenario-based experiment and survey method to collect data from 122 respondents aged 17-39. An independent samples t-test was used to examine the differences between the two generations.

Results/findings: The study found significant differences between Generation Y and Generation Z in their assessments of chatbots' human-like qualities. Generation Y rated chatbots higher in visual appearance, cognitive and emotional empathy, moral virtues, and sociability compared to Generation Z. The most notable difference was in moral virtues, with Generation Y seeing chatbots as more honest, trustworthy, and respectful. Generation Y also felt chatbots met their needs and emotions better. Despite Generation Z's enthusiasm for advanced AI and quick adaptation, their deeper understanding of AI's risks led to more cautious evaluations.

Limitations: Our study is limited to comparing the perceptions of human-like qualities or anthropomorphism of chatbots between Generation Y and Generation Z, without considering other demographic or cultural factors that might influence these perceptions. Additionally, the chatbot we designed was limited to providing basic product knowledge answers and could not respond to questions beyond the given information, such as promotional details or other related queries.

Contribution: This study focuses on comparing Generation Y and Z's perceptions of chatbots' human-like qualities, not accounting for other demographic or cultural factors. Additionally, the chatbot used was limited to basic product knowledge and could not answer questions beyond this scope, such as promotional details.