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2021 | OriginalPaper | Chapter

Towards the Development of a Trustworthy Chatbot for Mental Health Applications

Authors : Matthias Kraus, Philip Seldschopf, Wolfgang Minker

Published in: MultiMedia Modeling

Publisher: Springer International Publishing

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Abstract

Research on conversational chatbots for mental health applications is an emerging topic. Current work focuses primarily on the usability and acceptance of such systems. However, the human-computer trust relationship is often overlooked, even though being highly important for the acceptance of chatbots in a clinical environment. This paper presents the creation and evaluation of a trustworthy agent using relational and proactive dialogue. A pilot study with non-clinical subjects showed that a relational strategy using empathetic reactions and small-talk failed to foster human-computer trust. However, changing the initiative to be more proactive seems to be welcomed as it is perceived more reliable and understandable by users.

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Footnotes
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Metadata
Title
Towards the Development of a Trustworthy Chatbot for Mental Health Applications
Authors
Matthias Kraus
Philip Seldschopf
Wolfgang Minker
Copyright Year
2021
DOI
https://doi.org/10.1007/978-3-030-67835-7_30

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