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In a preregistered study with Prolific workers (\n                    <jats:italic toggle=\"yes\">N<\/jats:italic>\n                    = 162), we examine user preferences for three types of apologies (\n                    <jats:italic toggle=\"yes\">rote<\/jats:italic>\n                    ,\n                    <jats:italic toggle=\"yes\">explanatory<\/jats:italic>\n                    , and\n                    <jats:italic toggle=\"yes\">empathic<\/jats:italic>\n                    ) issued in response to three categories of common LLM mistakes (\n                    <jats:italic toggle=\"yes\">bias<\/jats:italic>\n                    ,\n                    <jats:italic toggle=\"yes\">unfounded fabrication<\/jats:italic>\n                    , and\n                    <jats:italic toggle=\"yes\">factual errors<\/jats:italic>\n                    ). We designed a pairwise experiment in which participants evaluated chatbot responses consisting of an initial error, a subsequent apology, and a resolution. Explanatory apologies were generally preferred, but this varied by context and user. In the bias scenario, empathic apologies were favored for acknowledging emotional impact, while hallucinations, though seen as serious, elicited no clear preference, reflecting user uncertainty. Our findings show the complexity of effective apology in AI systems. We discuss key insights such as personalization and calibration that future systems must navigate to meaningfully repair trust.\n                  <\/jats:p>","DOI":"10.1145\/3793679","type":"journal-article","created":{"date-parts":[[2026,1,28]],"date-time":"2026-01-28T13:14:55Z","timestamp":1769606095000},"page":"1-29","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":0,"title":["Who\u2019s Sorry Now: User Preferences Among Rote, Empathic, and Explanatory Apologies from LLM Chatbots"],"prefix":"10.1145","volume":"33","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-0686-7911","authenticated-orcid":false,"given":"Zahra","family":"Ashktorab","sequence":"first","affiliation":[{"name":"IBM Research, Yorktown Heights, New York USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6807-7061","authenticated-orcid":false,"given":"Alessandra","family":"Buccella","sequence":"additional","affiliation":[{"name":"Department of Philosophy, University at Albany, Albany, New York, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9839-7752","authenticated-orcid":false,"given":"Jason","family":"D\u2019Cruz","sequence":"additional","affiliation":[{"name":"Department of Philosophy, University at Albany, Albany, New York, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3751-6903","authenticated-orcid":false,"given":"Zo\u00eb","family":"Fowler","sequence":"additional","affiliation":[{"name":"Department of Psychology, University at Albany, Albany, New York, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-6320-5877","authenticated-orcid":false,"given":"Andrew","family":"Gill","sequence":"additional","affiliation":[{"name":"Department of Philosophy, University at Albany, Albany, New York, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0009-0002-0353-7682","authenticated-orcid":false,"given":"Kei Yan","family":"Leung","sequence":"additional","affiliation":[{"name":"Department of Philosophy, University at Albany, Albany, New York, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2446-3494","authenticated-orcid":false,"given":"P. 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