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Bonding With Bot: User Feedback on a Chatbot for Social Isolation.
Gilly Dosovitsky1, Eduardo L Bunge1
1Psychology Department, Palo Alto University, Palo Alto, CA, United States.
Frontiers in Digital Health
|October 29, 2021
Summary
Chatbot interventions effectively reduced social isolation and loneliness in older adults, receiving positive feedback and high Net Promoter Scores (NPS). Users often personified chatbots, viewing them as non-judgmental and supportive companions.
Area of Science:
- Gerontology
- Human-Computer Interaction
- Digital Health
Background:
- Social isolation and loneliness significantly impact older adults' well-being, particularly post-COVID-19.
- Chatbot interventions show promise in mitigating these issues by providing accessible support.
Purpose of the Study:
- To evaluate the effectiveness of a chatbot intervention for social isolation and loneliness.
- To analyze user feedback, including Net Promoter Scores (NPS) and qualitative themes.
- To assess the relationship between user-reported themes and NPS.
Main Methods:
- A large-scale study involving 7,099 participants in a chatbot intervention.
- Analysis of Net Promoter Scores (NPS) and qualitative feedback from 766 participants.
- Thematic and single-word analysis of user-generated text data.
Main Results:
- The chatbot intervention achieved an average NPS of 8.67/10, indicating high user satisfaction.
- Positive themes, such as 'positive outcome' and 'bonding with the chatbot,' were most prevalent.
- Users frequently personified the chatbot, attributing positive traits like being non-judgmental and a good listener.
Conclusions:
- Chatbots can be a valuable tool for addressing social isolation and loneliness in older adults.
- User perception is largely positive, with many forming emotional connections with the chatbot.
- While most feedback is positive, a small percentage reported dissatisfaction with the automated nature of the interaction.
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