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Developing Scenario for Implementation of Counseling Chatbot and Verifying Usefulness

상담 챗봇 구현을 위한 시나리오 개발 및 유용성 검증

  • Received : 2019.02.22
  • Accepted : 2019.04.05
  • Published : 2019.04.28

Abstract

The purpose of this study is to develop the scenario for implementation of the rule-based counseling chatbot and to verify its usefulness. For this purpose, counseling scenario for exploring problems triggering depression and establishing early counseling relationships was built and user evaluations for the rule-base counseling chatbot were conducted on 10 counseling psychologists. As a result, clear counseling structuring, appropriate use of selective and narrative responses, and active listening were identified as important components of counseling chatbot. To the next step, the usefulness of counseling chatbot developed in the previous step was examined with 78 college students. As a result, active listening was found to be an important factor in improving user satisfaction and positive mood change. In addition, through qualitative analysis of user evaluation, the unique advantages of counseling chatbot were identified and the limitations of counseling chatbot that should be overcome were identified. Based on the results of the study, the implications of the study and suggestions for future research were discussed.

Keywords

Scenario Development;Rule-based Counseling Chatbot;Exploring Appealed Problem;Active Listening;Counseling Satisfaction;Depressive Mood Change

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그림 1. 상담 챗봇 대화 예시

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그림 2. 단비 프로그램의 Chatflow 구성화면

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그림 3. 상담 챗봇 시나리오 흐름도: 적극적 경청 유무

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그림 3. 사용자의 상담 챗봇에 대한 긍정적 평가 반응 내용 분석

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그림 4. 사용자의 상담 챗봇에 대한 부정적 평가 반응 내용 분석

표 1. 챗봇의 적극적 경청 반응 유무에 따른 차이

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표 2. 사용자의 호소문제 특성에 따른 차이

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Acknowledgement

Grant : Emotional Intelligence Technology to Infer Human Emotion and Carry on Dialogue Accordingly

Supported by : Institute of Information & Communications Technology Planning & Evaluation (IITP)

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