Accepted for/Published in: Journal of Medical Internet Research
Date Submitted: Oct 26, 2019
Date Accepted: Mar 12, 2020
Date Submitted to PubMed: May 8, 2020
Usability, Acceptability and Effectiveness of Web-based Conversational Agents to Facilitate Problem Solving in Older Adults: A Controlled Study
ABSTRACT
Background:
Psychological e-therapies can be delivered using conversational agents (“chatbots”) that verbally mimic traditional therapeutic interactions.
Objective:
To compare the usability, acceptability and effectiveness in older adults of two web-based conversational agents with differing theoretical foundations.
Methods:
In a randomised study, N=112 older adults were allocated to either MYLO (i.e. a chatbot that mimics a therapist using a method of levels approach) or ELIZA (a chatbot that mimics a therapist using a humanistic counselling approach). The primary outcome measure was problem resolution/distress, with secondary outcome measures of system usability and clinical outcome.
Results:
MYLO participants spent significantly longer interacting with the conversational agent. There were no differences between MYLO and ELIZA in terms of problem distress or problem resolution. MYLO was rated as significantly more helpful, likely to be used again. Usability of both the conversational agents was associated with system helpfulness and willingness to reuse.
Conclusions:
Controlled studies of “chatbots” need now to be conducted in clinical populations across the age ranges. The potential integration of ‘chatbots’ into psychological care in routine services is discussed.
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