Issues relating to trust in care agents for the elderly

Spillane, Brendan; Gilmartin, Emer; Saam, Christian; Wade, Vincent

doi:10.1145/3342775.3342808

Cited by 12 publications

(6 citation statements)

References 29 publications

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“…According to P4, to incorporate empathy into conversational interaction, an agent must represent not only the situation itself (eg, what objects are present, their spatial relationships, movement vectors) but also the other agent’s experience and interpretation of the situation. A project designing a CA for older adults’ care (P3) describes the difficulties of building trust due to concerns about security, legal issues, the sharing and storing of personal and sensitive information, and privacy and ethical concerns, among others [ 59 ]. Issues with any of these and other concerns have the potential to damage the relationship critically or terminally between the CA and the patient.…”

Section: Resultsmentioning

confidence: 99%

Design and Evaluation Challenges of Conversational Agents in Health Care and Well-being: Selective Review Study

Kocaballı¹,

Sezgın²,

Clark³

et al. 2022

J Med Internet Res

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Background Health care and well-being are 2 main interconnected application areas of conversational agents (CAs). There is a significant increase in research, development, and commercial implementations in this area. In parallel to the increasing interest, new challenges in designing and evaluating CAs have emerged. Objective This study aims to identify key design, development, and evaluation challenges of CAs in health care and well-being research. The focus is on the very recent projects with their emerging challenges. Methods A review study was conducted with 17 invited studies, most of which were presented at the ACM (Association for Computing Machinery) CHI 2020 conference workshop on CAs for health and well-being. Eligibility criteria required the studies to involve a CA applied to a health or well-being project (ongoing or recently finished). The participating studies were asked to report on their projects’ design and evaluation challenges. We used thematic analysis to review the studies. Results The findings include a range of topics from primary care to caring for older adults to health coaching. We identified 4 major themes: (1) Domain Information and Integration, (2) User-System Interaction and Partnership, (3) Evaluation, and (4) Conversational Competence. Conclusions CAs proved their worth during the pandemic as health screening tools, and are expected to stay to further support various health care domains, especially personal health care. Growth in investment in CAs also shows the value as a personal assistant. Our study shows that while some challenges are shared with other CA application areas, safety and privacy remain the major challenges in the health care and well-being domains. An increased level of collaboration across different institutions and entities may be a promising direction to address some of the major challenges that otherwise would be too complex to be addressed by the projects with their limited scope and budget.

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Section: Resultsmentioning

confidence: 99%

Design and Evaluation Challenges of Conversational Agents in Health Care and Well-being: Selective Review Study

Kocaballı¹,

Sezgın²,

Clark³

et al. 2022

J Med Internet Res

Self Cite

View full text Add to dashboard Cite

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“…Trust has proven to be a significant factor in other under-served populations when deploying new systems (e.g. the elderly in healthcare [15,63]). Developing a trust relationship is particularly important for people who are blind, as the usefulness of an accessible graphic, aid, or tool depends entirely on whether the user is willing to accept and engage with the information it provides.…”

Section: Limitations and Future Workmentioning

confidence: 99%

Designing Conversational Multimodal 3D Printed Models with People who are Blind

Reinders

Ananthanarayan

Butler

et al. 2023

Proceedings of the 2023 ACM Designing Interactive Systems Conference

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“…While the number of dimensions that are refected on simultaneously is open to debate [74,94], it is likely that dimensions may becoming more or less salient in diferent contexts and over the course of interaction. For instance, the salience of dimensions may vary within certain situational contexts, such as when using an agent in health, wellbeing or care domains [83,122] where human-likeness and perceptions of empathy are important. Indeed, events during speech agent dialogue may also bring dimensions to the fore, such as negotiating errors and miscommunications highlighting capability and fexibility judgements.…”

Section: Partner Model Dimensionality Salience and Dynamicsmentioning

confidence: 99%

What Do We See in Them? Identifying Dimensions of Partner Models for Speech Interfaces Using a Psycholexical Approach

Doyle

Clark

Cowan

2021

Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems

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Perceptions of system competence and communicative ability, termed partner models, play a signifcant role in speech interface interaction. Yet we do not know what the core dimensions of this concept are. Taking a psycholexical approach, our paper is the frst to identify the key dimensions that defne partner models in speech agent interaction. Through a repertory grid study (N=21), a review of key subjective questionnaires, an expert review of resulting word pairs and an online study of 356 users of speech interfaces, we identify three key dimensions that make up a users' partner model: 1) perceptions towards partner competence and dependability; 2) assessment of human-likeness; and 3) a system's perceived cognitive fexibility. We discuss the implications for partner modelling as a concept, emphasising the importance of salience and the dynamic nature of these perceptions. CCS CONCEPTS• Human-centered computing → Natural language interfaces; HCI theory, concepts and models; Interaction design theory, concepts and paradigms; • Applied computing → Psychology.

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Issues relating to trust in care agents for the elderly

Cited by 12 publications

References 29 publications

Design and Evaluation Challenges of Conversational Agents in Health Care and Well-being: Selective Review Study

Design and Evaluation Challenges of Conversational Agents in Health Care and Well-being: Selective Review Study

Designing Conversational Multimodal 3D Printed Models with People who are Blind

What Do We See in Them? Identifying Dimensions of Partner Models for Speech Interfaces Using a Psycholexical Approach

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