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Coproducing multilingual conversational scripts for a mental wellbeing chatbot - where healthcare domain experts become chatbot designers

Published online by Cambridge University Press:  01 September 2022

H. Nieminen ,
L. Kuosmanen ,
R. Bond ,
A.-K. Vartiainen ,
M. Mulvenna ,
C. Potts  and
C. Kostenius
H. Nieminen*
Affiliation:
University of Eastern Finland, Department Of Nursing Science, Kuopio, Finland
L. Kuosmanen
Affiliation:
University of Eastern Finland, Department Of Nursing Science, Kuopio, Finland
R. Bond
Affiliation:
Ulster University, School Of Computing, Belfast, United Kingdom
A.-K. Vartiainen
Affiliation:
University of Eastern Finland, Department Of Health And Social Management, Kuopio, Finland
M. Mulvenna
Affiliation:
Ulster University, School Of Computing, Belfast, United Kingdom
C. Potts
Affiliation:
Ulster University, School Of Computing, Belfast, United Kingdom
C. Kostenius
Affiliation:
Luleå University of Technology, Department Of Health, Education And Technology, Luleå, Sweden
*
*Corresponding author.

Abstract

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Introduction

Digital mental health interventions, such as chatbots that promote mental health and wellbeing are a promising way to deliver low-threshold support 24/7 for those in need. According to current knowledge about the topic, health care professionals should participate in the design and development processes for digital interventions.

Objectives

The aim of this presentation is to describe the interdisciplinary content development process of the ChatPal chatbot.

Methods

The content development process started in co-operation with mental health professionals and potential users to identify requirements. Content was created, evaluated and tested in international, multi-disciplinary group workshops, and online tools were used to allow the collaboration. Initial conversational scripts were drafted in English, and translated into Finnish, Swedish and Scottish Gaelic.

Results

A multilingual chatbot was developed and the conversation scripts were structured and stored using a spreadsheet. The conversation scripts will be made freely available online in due course using this structured approach to formatting chatbot dialogue content. It will allow repurposing the content as well as facilitating studies that wish to assess the design of conversation scripts for mental health chatbots. Conversation design process also highlighted some challenges in turning empathetic and supportive conversations to short utterances suitable for a chatbot.

Conclusions

The ChatPal chatbot is now available in four languages. As literature about the topic is still scarce, it is important to describe and document the content development processes of mental health chatbots. Future work will develop a conversational UX toolkit that would allow health professionals to design chatbot scripts using design guidelines.

Disclosure

No significant relationships.

Keywords

development processchatbotsmental wellbeingdigital interventions
Type
Abstract
Information
European Psychiatry , Volume 65 , Special Issue S1: Abstracts of the 30th European Congress of Psychiatry , June 2022 , pp. S293
Creative Commons
Creative Common License - CCCreative Common License - BY
This is an Open Access article, distributed under the terms of the Creative Commons Attribution licence (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted re-use, distribution, and reproduction in any medium, provided the original work is properly cited.
Copyright
© The Author(s), 2022. Published by Cambridge University Press on behalf of the European Psychiatric Association
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