Multiplayer Online Battle Arena (MOBA) Games: Improving Negative Atmosphere with Social Robots and AI Teammates

Electronic sports show significant user churn caused by a toxic gaming atmosphere, and current GUI-based interventions are insufficient to address the issue. Based on the theoretical framework of Perceiving and Experiencing Fictional Characters, a new hybrid interaction interface and paradigm combined with tangibles is proposed to counter negative mood. To support the frustrated users of Massive Online Battle Arena (MOBA) games, we added AI teammates for better personal performance and social robots for the disclosure of negative mood. We hypothesized that AI teammates’ invisibility and anonymity would mitigate negative emotions; an effect amplified by the presence of social robots. A comparative experiment was conducted with 111 participants. Social robots for emotion-oriented coping improved user mood but AI teammates for problem-oriented coping did so better, although their higher levels of experienced anonymity may not have been preferred. Unexpectedly, conversing with a robot after playing with an AI teammate brought the mood back to that experienced when talking to a robot alone, while increasing the distancing tendencies. With this in mind, AI and social robots can counter the negative atmosphere in MOBA games, positively contributing to game design and empathic human–computer interaction.