The "Conversation" about Loss: Understanding How Chatbot Technology was Used in Supporting People in Grief.


While conversational agents have traditionally been used for simple tasks such as scheduling meetings and customer service support, recent advancements have led researchers to examine their use in complex social situations, such as to provide emotional support and companionship. For mourners who could be vulnerable to the sense of loneliness and disruption of self-identity, such technology offers a unique way to help them cope with grief. In this study, we explore the potential benefits and risks of such a practice, through semi-structured interviews with 10 mourners who actively used chatbots at different phases of their loss. Our findings indicated seven approaches in which chatbots were used to help people cope with grief, by taking the role of listener, acting as a simulation of the deceased, romantic partner, friend and emotion coach. We then highlight how interacting with the chatbots impacted mourners’ grief experience, and conclude the paper with further research opportunities.

Anna Xygkou
University of Kent, Canterbury, United Kingdom
Panote Siriaraya
Kyoto Institute of Technology, Kyoto, Japan
Alexandra Covaci
University of Kent, Canterbury, United Kingdom
Holly Gwen. Prigerson
Weill Cornell Medicine, New York, New York, United States
Robert Neimeyer
University of Memphis, Memphis, Tennessee, United States
Chee Siang Ang
University of Kent, Canterbury, KENT, United Kingdom
Wan-Jou She
Nara institute of Science and Technology, Ikoma City, Nara, Japan


会議: CHI 2023

The ACM CHI Conference on Human Factors in Computing Systems (

セッション: Smarter assistants and living

Room Y05+Y06
6 件の発表
2023-04-24 20:10:00
2023-04-24 21:35:00