Usability, Acceptability, and Effectiveness of Web-Based Conversational Agents to Facilitate Problem Solving in Older...

Area of Science:

• Digital Health
• Human-Computer Interaction
• Psychological Interventions

Background:

• The effectiveness and usability of chatbots for psychological therapy are not well-researched.
• Conversational agents offer a scalable approach to mental healthcare delivery.

Purpose of the Study:

• To compare system usability, acceptability, and effectiveness of two web-based chatbots in older adults.
• To evaluate two distinct chatbot approaches: Manage Your Life Online (MYLO) and ELIZA.

Main Methods:

• A randomized study involving 112 older adults allocated to MYLO or ELIZA chatbot interventions.
• Outcomes measured included problem distress, resolution, system usability, and clinical outcomes.

Main Results:

• MYLO participants showed significantly longer interaction times and lower problem distress at follow-up.
• MYLO was rated as significantly more helpful and likely to be reused compared to ELIZA.
• System usability correlated positively with perceived helpfulness and willingness to reuse the chatbots.

Conclusions:

• Chatbots like MYLO show promise in reducing psychological distress among older adults.
• Further controlled studies in diverse clinical populations and age groups are warranted.
• The integration of chatbots into routine psychological care services is a potential future direction.