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Exploring ChatGPT's communication behaviour in healthcare interactions: A psycholinguistic perspective
Federica Biassoni1, Martina Gnerre2
1Department of Psychology, Catholic University of the Sacred Heart, Largo Gemelli 1, Milan, Italy; Research Center in Communication Psychology, Catholic University of the Sacred Heart, Milan 20123, Italy.
Patient Education and Counseling
|January 24, 2025
Summary
ChatGPT adapts its communication style based on the disorder type and user input, showing more empathy and engagement in psychological health contexts and when users express concern, enhancing patient interaction.
Area of Science:
- Artificial Intelligence in Healthcare
- Human-Computer Interaction
- Computational Linguistics
Background:
- Conversational AI, like ChatGPT, is increasingly used for health information seeking.
- Understanding AI's communicative behavior in healthcare is crucial for effective patient engagement.
Purpose of the Study:
- To investigate how ChatGPT's communication style differs based on disorder type (medical vs. psychological) and user communication style (neutral vs. expressing concern).
- To identify linguistic markers indicating ChatGPT's adaptation to different healthcare interaction contexts.
Main Methods:
- Queries on arthritis (medical) and anxiety (psychological) were posed to ChatGPT using neutral and concern-expressing styles.
- Linguistic Inquiry and Word Count (LIWC) analyzed ChatGPT's responses for linguistic patterns.
- Statistical analyses (ANOVA, k-means clustering) identified response patterns.
Main Results:
- ChatGPT used more engaging language for psychological conditions and treatment contexts.
- Higher empathy was observed in psychological contexts and when users expressed concern.
- Analytical language dominated neutral contexts, while wellness language was higher in psychological/treatment scenarios.
Conclusions:
- ChatGPT's communication is context-dependent, varying with disorder type and user interaction style.
- Adaptation in language and empathy can significantly enhance patient engagement with AI in healthcare.
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