University At Albany: Research Institution — Prolific Citations Library

Browse 1 peer-reviewed paper from University At Albany spanning Human–AI interaction, AI systems evaluation (2025). Research powered by Prolific's high-quality participant data.

This page lists 1 peer-reviewed paper from researchers at University At Albany in the Prolific Citations Library, a curated collection of research powered by high-quality human data from Prolific.

Papers (1 of 1)

Who's Sorry Now: User Preferences Among Rote, Empathic, and Explanatory Apologies from LLM Chatbots

Authors: Z Ashktorab, A Buccella, J D'Cruz, Z Fowler, A Gill, KY Leung, PD Magnus, J Richards

Year: 2025

Published in: arXiv preprint arXiv:2507.02745, 2025•arxiv.org

Institution: IBM Research, University at Albany

Research Area: Human–AI interaction, AI systems evaluation, UX, User Experience

Discipline: Computer Science, Human–Computer Interaction (HCI)

In a preregistered study with 162 participants, people generally prefer explanatory apologies from LLM chatbots over rote or purely empathic ones—though in biased error scenarios empathic apologies are sometimes favored—highlighting the complexity of designing chatbot apologies that effectively repair trust.

DOI: https://doi.org/10.48550/arXiv.2507.02745

Citations: 1