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http://dx.doi.org/10.5392/JKCA.2019.19.04.012

Developing Scenario for Implementation of Counseling Chatbot and Verifying Usefulness  

Lee, Ji-Won (연세대학교 심리학과)
Yang, Hyunjung (연세대학교 학부대학)
Kim, Ji-Geun (연세대학교 심리학과)
Publication Information
The Journal of the Korea Contents Association / v.19, no.4, 2019 , pp. 12-29 More about this Journal
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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