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The "Conversation" about Loss : Understanding How Chatbot Technology was Used in Supporting People in Grief

Xygkou, Anna, Siriaraya, Panote, Covaci, Alexandra, Prigerson, Holly Gwen, Neimeyer, Robert, Ang, Chee Siang, She, Wan Jou (2023) The "Conversation" about Loss : Understanding How Chatbot Technology was Used in Supporting People in Grief. In: Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems. CHI '23: Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems. 42. pp. 1-15. Association for Computing Machinery ISBN 978-1-4503-9421-5. (doi:10.1145/3544548.3581154) (KAR id:99576)

Abstract

While conversational agents have traditionally been used for simple tasks such as scheduling meetings and customer service support,

recent advancements have led researchers to examine their use in complex social situations, such as to provide emotional support and

companionship. For mourners who could be vulnerable to the sense of loneliness and disruption of self-identity, such technology

offers a unique way to help them cope with grief. In this study, we explore the potential benefits and risks of such a practice, through semi-structured interviews with 10 mourners who actively used chatbots at different phases of their loss. Our findings indicated seven approaches in which chatbots were used to help people cope with grief, by taking the role of listener, acting as a simulation of the deceased, romantic partner, friend and emotion coach. We then highlight how interacting with the chatbots impacted mourners’ grief experience and conclude the paper with further research opportunities.

Item Type: Conference or workshop item (Proceeding)
DOI/Identification number: 10.1145/3544548.3581154
Uncontrolled keywords: dialogue systems, griefbot, human-centrered computing,Chatbot-Generated Emotional Support (CGES)
Subjects: Q Science > QA Mathematics (inc Computing science) > QA 76 Software, computer programming, > QA76.9.H85 Human computer interaction
Divisions: Divisions > Division of Computing, Engineering and Mathematical Sciences > School of Computing
Funders: University of Kent (https://ror.org/00xkeyj56)
Depositing User: Anna Xygkou---Tsiamoulou
Date Deposited: 19 Jan 2023 13:26 UTC
Last Modified: 05 Nov 2024 13:05 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/99576 (The current URI for this page, for reference purposes)

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