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CASS: Towards Building a Social-Support Chatbot for Online Health Community

Authors:

Hongan WangAuthors Info & Claims

Proceedings of the ACM on Human-Computer Interaction, Volume 5, Issue CSCW1

Article No.: 9, Pages 1 - 31

https://doi.org/10.1145/3449083

Published: 22 April 2021 Publication History

Abstract

Chatbots systems, despite their popularity in today's HCI and CSCW research, fall short for one of the two reasons: 1) many of the systems use a rule-based dialog flow, thus they can only respond to a limited number of pre-defined inputs with pre-scripted responses; or 2) they are designed with a focus on single-user scenarios, thus it is unclear how these systems may affect other users or the community. In this paper, we develop a generalizable chatbot architecture (CASS) to provide social support for community members in an online health community. The CASS architecture is based on advanced neural network algorithms, thus it can handle new inputs from users and generate a variety of responses to them. CASS is also generalizable as it can be easily migrate to other online communities. With a follow-up field experiment, CASS is proven useful in supporting individual members who seek emotional support. Our work also contributes to fill the research gap on how a chatbot may influence the whole community's engagement.

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Index Terms

CASS: Towards Building a Social-Support Chatbot for Online Health Community
1. Human-centered computing
  1. Human computer interaction (HCI)
    1. Empirical studies in HCI

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cover image Proceedings of the ACM on Human-Computer Interaction

Proceedings of the ACM on Human-Computer Interaction Volume 5, Issue CSCW1

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April 2021

5016 pages

EISSN:2573-0142

DOI:10.1145/3460939

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Published: 22 April 2021

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https://doi.org/10.1177/00936502231221669
Smith CBezabih AFreed DHalperin BWolf SClaisse CLi JHoefer MRifat MFarzan RLópez CCardoso Llach DQuercia DMustafa MNiu SWong-Villacrés M(2024)(Un)designing AI for Mental and Spiritual WellbeingCompanion Publication of the 2024 Conference on Computer-Supported Cooperative Work and Social Computing10.1145/3678884.3689132(117-120)Online publication date: 11-Nov-2024
https://dl.acm.org/doi/10.1145/3678884.3689132
Wang SWang XJiang WMiao CCao QWang HSun KXue HSu L(2024)Towards Smartphone-based 3D Hand Pose Reconstruction Using Acoustic SignalsACM Transactions on Sensor Networks10.1145/367712220:5(1-32)Online publication date: 16-Jul-2024
https://dl.acm.org/doi/10.1145/3677122
Yu QWang HLiu YJin DLi YZhu LFeng J(2024)Mobility Prediction via Rule-Enhanced Knowledge GraphACM Transactions on Knowledge Discovery from Data10.1145/367701918:9(1-21)Online publication date: 24-Jul-2024
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Wang CFeng YZhong LZhu SZhang CZheng SLiang CWang YHe CYu CShi Y(2024)UbiPhysioProceedings of the ACM on Interactive, Mobile, Wearable and Ubiquitous Technologies10.1145/36435528:1(1-27)Online publication date: 6-Mar-2024
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