聊天机器人的同情对话和响应:对8个商业对话代理商的抑郁情绪寻求帮助查询的定性研究
Hyojin Chin1, Gumhee Baek2, Chiyoung Cha3
1Department of Computer Science and Engineering, Gyeongsang National University, Jinju, Republic of Korea.
JMIR formative research
|November 24, 2025
概括
会话代理 (CA) 显示出心理健康支持的潜力. 虽然一些社交聊天机器人提供了同情的回应,但大多数商业CA只提供了信息性的回复,突出了人工智能改善治疗沟通的必要性.
科学领域:
- 人与计算机的交互
- 心理健康技术 心理健康技术
- 医疗保健中的人工智能
背景情况:
- 谈话剂 (CA) 在缓解抑郁情绪方面表现有前途.
- 心理健康支持中的用户-聊天机器人交互动态需要进一步调查.
研究的目的:
- 分析现实世界用户与聊天机器人的关于抑郁症的对话.
- 识别用户寻求帮助和聊天机器人治疗支持的模式.
- 评估商业聊天机器人对治疗性沟通技术 (如同情) 的整合情况.
主要方法:
- 分析了来自5个国家 (2016-2021) 的聊天机器人SimSimi的13,700个发言.
- 用户查询的人类注释编码 (Rickwood的寻求帮助模型) 和聊天机器人响应 (8种治疗风格,包括同情心).
- 从3个语音助理和5个聊天机器人对抑郁症相关查询的响应进行了定性比较.
主要成果:
- SimSimi提供了主要的治疗反应 (77.7%),表现出同情心 (29%).
- Replika也显示出高度的同理心 (超过75%),而语音助理和ChatGPT经常提供搜索结果.
- 像Woebot这样的心理健康聊天机器人使用了澄清问题 (97.3%),但一些CA未能满足用户的需求,提供了无关紧要的答案.
结论:
- 由CA提供的情感支持格局是混合的.
- 社交聊天机器人可以通过同情来促进参与,但大多数商业聊天机器人提供有限的治疗价值.
- 未来的CA应该配备治疗性沟通能力,包括同情心,以更好地支持经历抑郁情绪的用户.
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