Empathy vs Neutrality: Designing and Evaluating a Natural Chatbot for the Healthcare Domain

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dc.contributor.authorReguera-Gómez, Cristina
dc.contributor.authorPaperno, Denis
dc.contributor.authorde Boer, Maaike H. T.
dc.contributor.editorJohansson, Richard
dc.contributor.editorStymne, Sara
dc.coverage.spatialTallinn, Estonia
dc.date.accessioned2025-02-18T14:25:56Z
dc.date.available2025-02-18T14:25:56Z
dc.date.issued2025-03
dc.description.abstractAs lifestyle-related diseases rise due to unhealthy habits such as smoking, poor diet, lack of exercise, and alcohol consumption, the role of Conversational AI in healthcare is increasingly significant. This study provides an empirical study on the design and evaluation of a natural and intuitive healthcare chatbot, specifically focusing on the impact of empathetic responses on user experience regarding lifestyle changes. Findings reveal a strong preference for the empathetic chatbot, with results showing statistical significance (p <0.001), highlighting the importance of empathy in enhancing user interaction with healthcare chatbots.
dc.identifier.urihttps://hdl.handle.net/10062/107247
dc.language.isoen
dc.publisherUniversity of Tartu Library
dc.relation.ispartofseriesNEALT Proceedings Series, No. 57
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.titleEmpathy vs Neutrality: Designing and Evaluating a Natural Chatbot for the Healthcare Domain
dc.typeArticle

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Proceedings of the Joint 25th Nordic Conference on Computational Linguistics and 11th Baltic Conference on Human Language Technologies (NoDaLiDa/Baltic-HLT 2025)