Confiding in ChatGPT? Emotional Communication Among Digital Agency Workers with Mobile-AI
Main Article Content
The study explores a new phenomenon in which digital agency workers express their emotions to ChatGPT, marking a shift in human–AI communication patterns. The purpose of this study is to understand how emotional interactions with AI are interpreted and experienced by users in the context of urban work. Using a phenomenological qualitative approach, data was collected through in-depth interviews with four informants who actively use ChatGPT in their professional and personal routines. The results show that ChatGPT is not only seen as a functional work tool, but also as an "emotional safe space", a "digital friend", and a medium for emotion regulation in the face of work pressure. The participants described an affective bond with ChatGPT, which is used as a place for reflection, self-validation, and emotional release. However, this proximity also gives rise to symptoms of emotional dependence as well as the blurring of the boundaries between human empathy and algorithmic responses. The study concludes that ChatGPT serves as a symbolic actor in the digital affection ecosystem—providing emotional support while posing new psychological risks. These findings highlight an important paradox: while AI can improve emotional well-being through expressive mediation, it also reconstructs the meaning of intimacy, empathy, and authenticity in human–technology relationships. The implications of this research extend to the fields of digital ethics, work psychology, and AI design, emphasizing the need to develop emotionally intelligent AI systems to support the well-being of users without creating over-dependence. This research contributes to a deeper understanding of emotional work in the era of artificial mentoring and the social-technological impact
Keywords:
ChatGPT, digital workers, emotional connection, human–machine communication, mobile-based AI
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van Manen, M. (2016). Researching lived experience: Human science for an action sensitive pedagogy (2nd ed.). Routledge.
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Zahrani, A. R., & Haqqu, R. (2024). Aspek relasional dalam proses komunikasi manusia dengan mesin (ChatGPT). KOMVERSAL, 6(2), 324–338.
Alshenqeeti, H. (2014). Interviewing as a data collection method: A critical review. English Linguistics Research, 3(1), 39–45. https://doi.org/10.5430/elr.v3n1p39
Assunção, G., Patrão, B., Castelo-Branco, M., & Menezes, P. (2022). An overview of emotion in artificial intelligence. IEEE Transactions on Artificial Intelligence, 3(6), 867–880. https://doi.org/10.1109/TAI.2022.3159614
Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101.
Braun, V., Clarke, V., & Hayfield, N. (2022). Thematic analysis: A practical guide. SAGE Publications.
Chen, A., Evans, R., & Zeng, R. (2024). Coping with an AI-saturated world: Psychological dynamics and outcomes of AI-mediated communication. Frontiers in Psychology, 15, 1479981. https://doi.org/10.3389/fpsyg.2024.1479981
Choi, S., Lee, C., Park, A., & Lee, J. A. (2024). How the public makes sense of artificial intelligence: The interplay between communication and discrete emotions. Science Communication. Advance online publication. https://doi.org/10.1177/10755470241297664
Ciechanowski, L., Przegalinska, A., Magnuski, M., & Gloor, P. (2019). In the shades of the uncanny valley: An experimental study of human–chatbot interaction. Future Generation Computer Systems, 92, 539–548. https://doi.org/10.1016/j.future.2018.01.055
Clarke, V., & Braun, V. (2017). Thematic analysis. Journal of Positive Psychology, 12(3), 297–298. https://doi.org/10.1080/17439760.2016.1262613
Díaz, R., & Blatter, J. (2025). Reasons to respond to AI emotional expressions [Unpublished manuscript]. Department of Philosophy, University of Zurich.
Dusek, G. A., Yurova, Y. V., & Ruppel, C. P. (2015). Using social media and targeted snowball sampling to survey a hard-to-reach population: A case study. International Journal of Doctoral Studies, 10, 279–299. https://doi.org/10.28945/2335
Fakour, H., & Imani, M. (2025). Socratic wisdom in the age of AI: A comparative study of ChatGPT and human tutors in enhancing critical thinking skills. Frontiers in Education, 10, 1528603. https://doi.org/10.3389/feduc.2025.1528603
Finlay, L. (2011). Phenomenology for therapists: Researching the lived world. Wiley-Blackwell.
Guzman, A. L. (2018). What is human–machine communication, anyway? Communication +1, 7(1), Article 7. https://doi.org/10.7275/R5X63KDR
Hamilton, D., Scott, T., & Owens, J. (2023). Exploring the use of AI in qualitative analysis: A comparative study of guaranteed income data. Qualitative Inquiry, 29(1), 134–148. https://doi.org/10.1177/16094069231201504
Hancock, J. T., Naaman, M., & Levy, K. (2020). AI-mediated communication: Definition, research agenda, and ethical considerations. Journal of Computer-Mediated Communication, 25(1), 89–100. https://doi.org/10.1093/jcmc/zmz022
Horton, D., & Wohl, R. R. (1956). Mass communication and para-social interaction: Observations on intimacy at a distance. Psychiatry, 19(3), 215–229. https://doi.org/10.1080/00332747.1956.11023049
Kim, B. J., & Lee, J. (2024). The mental health implications of artificial intelligence adoption: The crucial role of self-efficacy. Humanities and Social Sciences Communications, 11, Article 1561. https://doi.org/10.1057/s41599-024-04018-w
Konuk, H., Ataman, G., & Kambur, E. (2023). The effect of digitalized workplace on employees’ psychological well-being: Digital Taylorism approach. Technology in Society, 74, 102302. https://doi.org/10.1016/j.techsoc.2023.102302
Laestadius, L., Bishop, A., Gonzalez, M., Illencik, D., & Campos-Castillo, C. (2022). Too human and not human enough: A grounded theory analysis of mental health harms from emotional dependence on the social chatbot Replika. New Media & Society. Advance online publication. https://doi.org/10.1177/14614448221142007
Lee, E. J. (2024). Minding the source: Toward an integrative theory of human–machine communication. Human Communication Research, 50(2), 184–193. https://doi.org/10.1093/hcr/hqad034
Lee, I., & Hahn, S. (2024). On the relationship between mind perception and social support of chatbots. Frontiers in Psychology, 15, 1282036. https://doi.org/10.3389/fpsyg.2024.1282036
Lee, S. (2024). Human–machine communication and the symbolic agency of AI: Rethinking relationality in digital interactions. Journal of Communication Theory, 34(2), 180–198. https://doi.org/10.1093/jct/qtad034
Liu, H. (2024). ChatGPT: Perspectives from human–computer interaction and psychology. Frontiers in Artificial Intelligence, 7, Article 1418869. https://doi.org/10.3389/frai.2024.1418869
Mitiaeva, M., & Xiao, L. (2025). Mindful interactions with GenAI: A ChatGPT case study. SSRN. https://doi.org/10.2139/ssrn.5210902
Nehls, K., Smith, B. D., & Schneider, H. A. (2015). Video-conferencing interviews in qualitative research. In S. Hai-Jew (Ed.), Enhancing qualitative and mixed methods research with technology (pp. 140–157). IGI Global.
Palinkas, L. A., Horwitz, S. M., Green, C. A., Wisdom, J. P., Duan, N., & Hoagwood, K. (2015). Purposeful sampling for qualitative data collection and analysis in mixed method implementation research. Administration and Policy in Mental Health and Mental Health Services Research, 42(5), 533–544. https://doi.org/10.1007/s10488-013-0528-y
Pan, S., Cui, J., & Mou, Y. (2024). Desirable or distasteful? Exploring uncertainty in human–chatbot relationships. International Journal of Human–Computer Interaction, 40(20), 6545–6555. https://doi.org/10.1080/10447318.2023.2256554
Pan, W., Liu, D., Meng, J., & Liu, H. (2024). Human–AI communication in initial encounters: How AI agency affects trust, liking, and chat quality evaluation. New Media & Society. https://doi.org/10.1177/14614448241259149
Ratna, D., Vienda, A., Florencius, S., & Santi, S. (2004). Peranan teknologi komunikasi dalam menciptakan masyarakat informasi di Indonesia. Jurnal Ilmu Komunikasi, 1(1), 73–86. https://doi.org/10.24002/jik.v1i1.159
Rousmaniere, T. (2024). Large language models as mental health resources [Preprint]. Open Science Framework. https://osf.io/q8m7g_v2/download/?format=pdf
Sadler, G. R., Lee, H.-C., Lim, R. S.-H., & Fullerton, J. (2010). Recruitment of hard-to-reach population subgroups via adaptations of the snowball sampling strategy. Nursing & Health Sciences, 12(3), 369–374. https://doi.org/10.1111/j.1442-2018.2010.00541.x
Saunders, M., Lewis, P., & Thornhill, A. (2019). Research methods for business students (8th ed.). Pearson Education.
Saviano, M., Thomas, A., Del Prete, M., Verderese, D., & Sasso, P. (2025). The impact of new generative AI chatbots on the switch point (SP): Toward an artificial emotional awareness (AEA). European Journal of Innovation Management. Advance online publication. https://doi.org/10.1108/EJIM-05-2024-0520
Skjuve, M., Følstad, A., Fostervold, K. I., & Brandtzaeg, P. B. (2022). A longitudinal study of human–chatbot relationships. International Journal of Human–Computer Studies, 168, 102903. https://doi.org/10.1016/j.ijhcs.2022.102903
Sufi, H. (2025). Just-in-time news: An AI chatbot for the modern information experience. International Journal of Communication Technology and Society, 12(1), 1–12. https://doi.org/10.3390/ai6020022
Sundar, S. S. (2020). Rise of machine agency: A framework for studying the psychology of human–AI interaction. Journal of Computer-Mediated Communication, 25(1), 74–88. https://doi.org/10.1093/jcmc/zmz026
Turkle, S. (2011). Alone together: Why we expect more from technology and less from each other. Basic Books.
van Manen, M. (2016). Researching lived experience: Human science for an action sensitive pedagogy (2nd ed.). Routledge.
Wu, J. (2024). Social and ethical impact of emotional AI advancement: The rise of pseudo-intimacy relationships and challenges in human interactions. Frontiers in Psychology, 15, Article 1410462. https://doi.org/10.3389/fpsyg.2024.1410462
Zahrani, A. R., & Haqqu, R. (2024). Aspek relasional dalam proses komunikasi manusia dengan mesin (ChatGPT). KOMVERSAL, 6(2), 324–338.
