Replika in the Metaverse: the moral problem with empathy in ‘It from Bit’

Abstract

This paper assesses claims of computational empathy in relation to existing social open-ended chatbots and intention that these chatbots will feature in emergent mixed reality contexts, recently given prominence due to interest in the Metaverse. Against the background of increasing loneliness within society and use of chatbots as a potential remedy for this, the paper considers two leading current social chatbots, Replika and Microsoft’s Xiaoice, their technical underpinnings, empathetic claims and properties that have scope to scale into the Metaverse (if it coheres). Finding scope for human benefit from social chatbots, the paper highlights problematic reliance on self-disclosure to sustain the existence of chatbots. The paper progresses to situate Microsoft’s empathetic computing framework in relation to philosophical ideas that inform Metaverse speculation and construction, including Wheeler’s ‘It from Bit’ thesis that all aspects of existence may be computed, Chalmers’ philosophical championing that virtual realities are genuine realities, Bostrom’s proposal and provocation that we might already be living in a simulation, and longtermist belief that future complex simulations need to be protected from decisions made today. Given claims for current and nascent social chatbots, belief in bit-based possible and projected futures, and industrial buy-in to these philosophies, this paper answers whether computational empathy is real or not. The paper finds when diverse accounts of empathy are accounted for, whilst something is irrevocably lost in an ‘It from Bit’ account of empathy, the missing components are not accuracy or even human commonality of experience, but the moral dimension of empathy.

Artificial Empathy: User Experiences with Emotionally Intelligent Chatbots

“…The significance of empathy in fostering trust and rapport with users, as discussed by Warren-Smith (2023), Trzebiński et al (2023), andLtifi (2023), resonates with our observations (Ltifi, 2023;Trzebiński et al, 2023;Warren-Smith, 2023). The empathetic responses delivered by chatbots are pivotal in enhancing user engagement and satisfaction, a finding further supported by the role of empathy in service recovery contexts, as outlined by Fan (2023) (Fan, 2023).…”

“…Empathy, as a cornerstone of effective communication and rapport-building, has been extensively documented for its critical role in enhancing user engagement and trust in AI interfaces (Ltifi, 2023;Trzebiński et al, 2023;Warren-Smith, 2023). The deliberate incorporation of empathetic responses by chatbots not only elevates the user experience but also fosters a sense of connection and personalization, factors increasingly recognized as vital for user retention in competitive industries such as tourism (Fan, 2023).…”

Ethics in the Dermoverse: The challenge of a new technological era comment on ‘Are non‐fungible tokens the barrier to realizing the Dermoverse?’

“…The presence of open chatbots in the metaverse could be used to manipulate users rather than being a solution for those who feel lonely, especially if users cannot distinguish if they are interacting with a real user or a chatbot. 7 Social chatbots could be used to encourage patients to request certain treatments and refuse others.…”

“…In fact, the presence of social chatbots will play a key role in the metaverse. 7 The rapid development of these technologies raises new ethical dilemmas previously unknown. Among more than 60 articles registered in PubMed about the metaverse in different medical fields, only one article focus on ethical aspects, in particular the presence of social chatbots in the metaverse.…”

“…Among more than 60 articles registered in PubMed about the metaverse in different medical fields, only one article focus on ethical aspects, in particular the presence of social chatbots in the metaverse. 7 Although some authors mention that the development of this new world will pose several ethical challenges, none of them talks about it specifically. Only searching the terms digital twins and ethics is possible to find other articles focused on this aspect that might be also related to the metaverse.…”