The Impact of Security and Privacy Controls on Users' Emotional Engagement with Generative AI Chatbots
TL;DR
Controls enabling deletion of disclosures had the largest positive impact: these offerings outperformed technically sophisticated controls such as local-only processing and model training opt-outs, where participants expressed difficulty understanding the underlying mechanisms.
Abstract
Chatbots powered by generative AI (e.g., OpenAI's ChatGPT and Google's Gemini) are increasingly being appropriated for emotional support and companionship. These tools offer a suite of security and privacy (S&P) controls, including model training opt-outs and memory toggles, yet how the presence of these controls influences users'attitudes toward emotionally sensitive disclosure remains understudied. We conducted a mixed-methods vignette study with 354 U.S. participants to examine how S&P controls influence users'willingness to engage with generative AI chatbots for emotional support, their perceptions of how protected they are when using these systems, and their perceptions of how effective the chatbots are for providing support. Controls enabling deletion of disclosures had the largest positive impact: these offerings outperformed technically sophisticated controls such as local-only processing and model training opt-outs, where participants expressed difficulty understanding the underlying mechanisms. Yet trust remains fragile, and participants often doubted S&P controls would function as promised. We conclude with actionable recommendations informed by our results to bridge users'comprehension gaps, build credible assurances, and properly calibrate barriers for users in distress.