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Insights and lessons learned from trialling a mental health chatbot in the wild
School of Computing, Ulster University, Newtownabbey, UK.
School of Computing, Ulster University, Newtownabbey, UK.
School of Computing, Ulster University, Newtownabbey, UK.
School of Psychology Ulster, University Derry, Londonderry, UK.
Vise andre og tillknytning
2021 (engelsk)Inngår i: 2021 IEEE Symposium on Computers and Communications (ISCC), IEEE, 2021, s. 1-6Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

This study reports on the development and ‘in the wild’ trialling of a chatbot (ChatPal) which promotes good mental wellbeing. A stakeholder-centered approach for design was adopted where end users, mental health professionals and service users were involved in the design which was centered around positive psychology. In the wild usage of the chatbot was investigated from Jul-20-Mar-21. Exploratory analyses of usage metrics were carried out using the event log data. User tenure, unique usage days, total chatbot interactions and average daily interactions were used in K-means clustering to identify user archetypes. The chatbot was used by a variety of age groups (18-65+) and genders, mainly those living in Ireland. K-means clustering identified three clusters: sporadic users (n=4), frequent transient users (n=38) and abandoning users (n=169) each with distinct usage characteristics. This study highlights the importance of event log data analysis for making improvements to the mental health chatbot.

sted, utgiver, år, opplag, sider
IEEE, 2021. s. 1-6
Emneord [en]
Measurement, Computers, Data analysis, Mood, Mental health, Medical services, Chatbots, Conversational user interfaces, event log, eHealth, mental wellbeing, co-design, COVID-19
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Identifikatorer
URN: urn:nbn:se:ltu:diva-88453DOI: 10.1109/ISCC53001.2021.9631395ISI: 000936276000026Scopus ID: 2-s2.0-85123221410OAI: oai:DiVA.org:ltu-88453DiVA, id: diva2:1621072
Konferanse
2021 IEEE Symposium on Computers and Communications (ISCC),Athens, Greece, 5-8 Septemper 2021
Merknad

ISBN för värdpublikation:978-1-6654-2744-9, 978-1-6654-2745-6

Tilgjengelig fra: 2021-12-17 Laget: 2021-12-17 Sist oppdatert: 2024-03-07bibliografisk kontrollert

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