AUTHOR=Maharjan Raju , Doherty Kevin , Rohani Darius Adam , Bækgaard Per , Bardram Jakob E. TITLE=What's Up With These Conversational Health Agents? From Users' Critiques to Implications for Design JOURNAL=Frontiers in Digital Health VOLUME=4 YEAR=2022 URL=https://www.frontiersin.org/journals/digital-health/articles/10.3389/fdgth.2022.840232 DOI=10.3389/fdgth.2022.840232 ISSN=2673-253X ABSTRACT=

Recent advancements in speech recognition technology in combination with increased access to smart speaker devices are expanding conversational interactions to ever-new areas of our lives – including our health and wellbeing. Prior human-computer interaction research suggests that Conversational Agents (CAs) have the potential to support a variety of health-related outcomes, due in part to their intuitive and engaging nature. Realizing this potential requires however developing a rich understanding of users' needs and experiences in relation to these still-emerging technologies. To inform the design of CAs for health and wellbeing, we analyze 2741 critical reviews of 485 Alexa health and fitness Skills using an automated topic modeling approach; identifying 15 subjects of criticism across four key areas of design (functionality, reliability, usability, pleasurability). Based on these findings, we discuss implications for the design of engaging CAs to support health and wellbeing.