How to Design Successful Conversations in Conversational Agents in Healthcare?

Denecke, Kerstin (2023). How to Design Successful Conversations in Conversational Agents in Healthcare? In: Stephanidis, Constantine; Antona, Margherita; Ntoa, Stavroula; Salvendy, Gavriel (eds.) HCI International 2023 Posters 25th International Conference on Human-Computer Interaction, HCII 2023, Copenhagen, Denmark, July 23–28, 2023, Proceedings, Part I. Communications in Computer and Information Science: Vol. 1832 (pp. 39-45). Cham: Springer Nature Switzerland 10.1007/978-3-031-35989-7_5

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Conversational agents (CA) applied in a healthcare setting are often designed to mimic healthcare professionals. Inappropriate design of their implemented conversation flow might impact on the achieved outcome, patient adherence and experience, and might even become a risk for patient safety. Objective of this paper is to identify factors to be considered when designing conversations of health CA to ensure that the patient-CA communication is successful. Focus is on rule-based CA-based medical interview assistants, i.e. systems that collect the medical history from a patient implemented using rules. Starting from models, guidelines and best practices for successful healthcare communication (e.g. partnership model, AIDET model and RESPECT model), I derived aspects to be considered in designing successful interactions of health CA with patients. Transferring basic concepts of these models to patient-health CA communication leads to the following conclusions: Health CA should be equipped with certain communication skills, including being empathetic, know how to listen, have respect for the patient, have open-ended skills and be able to adapt to the level of knowledge of the user. Additionally, I derived information on how to structure the conversation flow.

Item Type:	Book Section (Book Chapter)
Division/Institute:	School of Engineering and Computer Science > Institute for Patient-centered Digital Health School of Engineering and Computer Science
Name:	Denecke, Kerstin0000-0001-6691-396X; Stephanidis, Constantine; Antona, Margherita; Ntoa, Stavroula and Salvendy, Gavriel
Subjects:	R Medicine > R Medicine (General) T Technology > T Technology (General)
ISBN:	978-3-031-35988-0
Series:	Communications in Computer and Information Science
Publisher:	Springer Nature Switzerland
Projects:	[UNSPECIFIED] Smaragd
Language:	English
Submitter:	Kerstin Denecke
Date Deposited:	19 Jul 2023 14:35
Last Modified:	25 Oct 2023 13:38
Publisher DOI:	10.1007/978-3-031-35989-7_5
Related URLs:	Publication
Uncontrolled Keywords:	Physician-patient communication Human-computer interaction Chatbot Conversational agent Patient-centered design
URI:	https://arbor.bfh.ch/id/eprint/19648