Exploring the Influence of Interactive and Empathetic Chatbots on Health Misinformation Correction and Vaccination Intentions

Abstract

Chatbots are increasingly used to correct health misinformation. However, few studies have investigated whether and how certain design features could enhance their effectiveness. We developed four chatbots and conducted an experiment that examined whether chatbots with interactive and empathetic conversational cues could outperform a basic chatbot at correcting unvaccinated participants’ COVID-19 vaccination misperceptions and increasing their vaccination intentions. Perceived chatbot interactivity was associated with lower levels of misperception, which in turn were linked to greater vaccination intention. Perceived chatbot empathy did not reduce misperception, yet was directly and positively associated with vaccination intention. Implications of these findings are discussed.

Keywords

conversational agents empathy interactivity vaccination hesitancy fact-checking misinformation

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