To date, research conducted in human-robot interaction has primarily focused on how to make robots more appealing and comfortable for humans to interact with (Dautenhahn, 2007; Sciutti et al., 2018). An area that has received less attention, is research into humans’ experiences when interacting with an Artificial Intelligence (AI) social robot and/or digital avatar. Utilising Charmaz’ (2003, 2006, 2014) constructivist grounded theory methodology, this study investigated how human beings experienced AI social robots and/ or digital avatars in an interactional context. In particular, the research explored the affective dimensions of these interactions; including ways of relating and connection. In addition, the research considered the potential impact on human beings applying this technology in various fields of human communication.

A major finding of the study shows that human beings interacting with an AI social robot and/or digital avatar can, when immersed in a conversational flow state, develop unconscious feelings towards these AI social systems, as if they are real people. In other words, an ‘Other’ was constructed by the human end-user. This experience can feel as real as human-to-human interaction. A key insight that emerged is that human beings can feel a deep-seated need to connect to others which, by being in the moment, is not consciously apprehended until after the fact. When these types of humanlike interactions occur, a trust develops towards this type of AI social system, leading to a strong sense of the AI robot and/or avatar ‘as if’ it was a real person.

The research contributes to a deeper understanding of the processes underlying human interaction with AI social systems, such as AI social robots and/or digital avatars. The findings can assist technologists in their efforts to develop and market their products ethically; and direct their efforts towards beneficial uses rather than those which exploit humans. In addition, the findings may be useful for human end-users and third parties developing greater awareness of the impacts of such technology on human beings.