Designing Chatbots to Support Victims and Survivors of Domestic Abuse
CoRR(2024)
摘要
Objective: Domestic abuse cases have risen significantly over the last four
years, in part due to the COVID-19 pandemic and the challenges for victims and
survivors in accessing support. In this study, we investigate the role that
chatbots - Artificial Intelligence (AI) and rule-based - may play in supporting
victims/survivors in situations such as these or where direct access to help is
limited. Methods: Interviews were conducted with experts working in domestic
abuse support services and organizations (e.g., charities, law enforcement) and
the content of websites of related support-service providers was collected.
Thematic content analysis was then applied to assess and extract insights from
the interview data and the content on victim-support websites. We also reviewed
pertinent chatbot literature to reflect on studies that may inform design
principles and interaction patterns for agents used to support
victims/survivors. Results: From our analysis, we outlined a set of design
considerations/practices for chatbots that consider potential use cases and
target groups, dialog structure, personality traits that might be useful for
chatbots to possess, and finally, safety and privacy issues that should be
addressed. Of particular note are situations where AI systems (e.g., ChatGPT,
CoPilot, Gemini) are not recommended for use, the value of conveying emotional
support, the importance of transparency, and the need for a safe and
confidential space. Conclusion: It is our hope that these
considerations/practices will stimulate debate among chatbots and AI developers
and service providers and - for situations where chatbots are deemed
appropriate for use - inspire efficient use of chatbots in the support of
survivors of domestic abuse.
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