Empathic chatbot response for medical assistance

Daher, Karl (School of Engineering and Architecture (HEIA-FR), HES-SO // University of Applied Sciences Western Switzerland) ; Casas, Jacky (School of Engineering and Architecture (HEIA-FR), HES-SO // University of Applied Sciences Western Switzerland) ; Khaled, Omar Abou (School of Engineering and Architecture (HEIA-FR), HES-SO // University of Applied Sciences Western Switzerland) ; Mugellini, Elena (School of Engineering and Architecture (HEIA-FR), HES-SO // University of Applied Sciences Western Switzerland)

Is it helpful for a medical physical health chatbot to show empathy? How can a chatbot show empathy only based on short-term text conversations? We have investigated these questions by building two different medical assistant chatbots with the goal of providing a diagnosis for physical health problem to the user based on a short conversation. One chatbot was advice-only and asked only the necessary questions for the diagnosis without responding to the user's emotions. Another chatbot, capable of showing empathy, responded in a more supportive manner by analyzing the user's emotions and generating appropriate responses with a high empathic accuracy. Using the RoPE scale questionnaire for empathy perception in a human-robot interaction, our empathic chatbot was rated significantly better in showing empathy and was preferred by a majority of the preliminary study participants (N=12).


Keywords:
Conference Type:
extended abstract
Faculty:
Ingénierie et Architecture
School:
HEIA-FR
Institute:
HumanTech - Technology for Human Wellbeing Institute
Publisher:
Glasgow, UK, 19-23 October 2020
Date:
2020-10
Glasgow, UK
19-23 October 2020
Pagination:
3 p.
Published in:
Proceedings of the 20th ACM International Conference on Intelligent Virtual Agents (IVA'20), 19-23 October 2020, Glasgow, UK
DOI:
ISBN:
9781450375863
Appears in Collection:

Note: The status of this file is: restricted


 Record created 2020-12-15, last modified 2020-12-16

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