Analysis of Empathic Dialogue in Actual Doctor-Patient Calls and Implications for Design of Embodied Conversational Agents
Embodied Conversational Agents (ECAs) are virtual agents that exhibit humanlike verbal and non-verbal behaviours. When it comes to eHealth, ECAs can provide vital support to patients by being more reachable. In order to make ECAs more effective, humanlike empathy expressed during conversation throug...
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Accademia University Press
2021-12-01
|
| Series: | IJCoL |
| Online Access: | https://journals.openedition.org/ijcol/862 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1850165935140241408 |
|---|---|
| author | Sana Salman Deborah Richards Patrina Caldwell |
| author_facet | Sana Salman Deborah Richards Patrina Caldwell |
| author_sort | Sana Salman |
| collection | DOAJ |
| description | Embodied Conversational Agents (ECAs) are virtual agents that exhibit humanlike verbal and non-verbal behaviours. When it comes to eHealth, ECAs can provide vital support to patients by being more reachable. In order to make ECAs more effective, humanlike empathy expressed during conversation through relational cues is essential. Empathy revolves around a wide range of verbal and non-verbal behaviours that include, for example, the choice of words in social dialogues. Owing to the COVID-19 situation, there was an opportunity to record online consultations in the Incontinence Clinic and Sleep Clinic at the Children’s Hospital at Westmead in Sydney, Australia. The present study analysed these human dialogues using qualitative research methods to understand the role of empathic dialogue used by the medical team. The qualitative analysis of the live calls used psychology-based relational cues derived from conversational characteristics of humans to build a coding framework around the most relevant themes. Statistical analysis was used to compare relational cue usage between healthcare roles. Finally, using the framework dialogues of the medical team and two ECAs known as Dr Evie (eVirtual Agent for Incontinence and Enuresis) and SAM (Sleep Adherence Mentor) were compared to provide recommendations for health practitioners and future ECA dialogue development. |
| format | Article |
| id | doaj-art-1a0999e7472d45caafe6abc9c3fa0e56 |
| institution | OA Journals |
| issn | 2499-4553 |
| language | English |
| publishDate | 2021-12-01 |
| publisher | Accademia University Press |
| record_format | Article |
| series | IJCoL |
| spelling | doaj-art-1a0999e7472d45caafe6abc9c3fa0e562025-08-20T02:21:35ZengAccademia University PressIJCoL2499-45532021-12-0179111210.4000/ijcol.862Analysis of Empathic Dialogue in Actual Doctor-Patient Calls and Implications for Design of Embodied Conversational AgentsSana SalmanDeborah RichardsPatrina CaldwellEmbodied Conversational Agents (ECAs) are virtual agents that exhibit humanlike verbal and non-verbal behaviours. When it comes to eHealth, ECAs can provide vital support to patients by being more reachable. In order to make ECAs more effective, humanlike empathy expressed during conversation through relational cues is essential. Empathy revolves around a wide range of verbal and non-verbal behaviours that include, for example, the choice of words in social dialogues. Owing to the COVID-19 situation, there was an opportunity to record online consultations in the Incontinence Clinic and Sleep Clinic at the Children’s Hospital at Westmead in Sydney, Australia. The present study analysed these human dialogues using qualitative research methods to understand the role of empathic dialogue used by the medical team. The qualitative analysis of the live calls used psychology-based relational cues derived from conversational characteristics of humans to build a coding framework around the most relevant themes. Statistical analysis was used to compare relational cue usage between healthcare roles. Finally, using the framework dialogues of the medical team and two ECAs known as Dr Evie (eVirtual Agent for Incontinence and Enuresis) and SAM (Sleep Adherence Mentor) were compared to provide recommendations for health practitioners and future ECA dialogue development.https://journals.openedition.org/ijcol/862 |
| spellingShingle | Sana Salman Deborah Richards Patrina Caldwell Analysis of Empathic Dialogue in Actual Doctor-Patient Calls and Implications for Design of Embodied Conversational Agents IJCoL |
| title | Analysis of Empathic Dialogue in Actual Doctor-Patient Calls and Implications for Design of Embodied Conversational Agents |
| title_full | Analysis of Empathic Dialogue in Actual Doctor-Patient Calls and Implications for Design of Embodied Conversational Agents |
| title_fullStr | Analysis of Empathic Dialogue in Actual Doctor-Patient Calls and Implications for Design of Embodied Conversational Agents |
| title_full_unstemmed | Analysis of Empathic Dialogue in Actual Doctor-Patient Calls and Implications for Design of Embodied Conversational Agents |
| title_short | Analysis of Empathic Dialogue in Actual Doctor-Patient Calls and Implications for Design of Embodied Conversational Agents |
| title_sort | analysis of empathic dialogue in actual doctor patient calls and implications for design of embodied conversational agents |
| url | https://journals.openedition.org/ijcol/862 |
| work_keys_str_mv | AT sanasalman analysisofempathicdialogueinactualdoctorpatientcallsandimplicationsfordesignofembodiedconversationalagents AT deborahrichards analysisofempathicdialogueinactualdoctorpatientcallsandimplicationsfordesignofembodiedconversationalagents AT patrinacaldwell analysisofempathicdialogueinactualdoctorpatientcallsandimplicationsfordesignofembodiedconversationalagents |