Advice from an Esteemed Corporate Executive
by Mark D. Lerner, Ph.D.
Chairman, The National Center for Emotional Wellness
Recently, I had the privilege of consulting with an esteemed corporate executive. He praised me for originating AI-Integrated Emotional Wellness (AIEW) and asked a critical question, "How is AIEW quantified or measured when interacting with chatbots?" This question struck a chord with me, as quantifying and measuring emotional wellness is a complex endeavor. As I've described in other AI-related articles offering innovative strategies, feelings are more complicated than our thoughts. For example, try to define what a feeling is.
In our discussion, I explained to the executive that one way to start quantifying and measuring the efficacy of AIEW with chatbots is to analyze the emotional responses and interactions in conversations with chatbots in customer support, sales, marketing, virtual assistants, education, healthcare, and more.
In providing mental health support, chatbots now show effort in expressing empathy through responses like "I’m sorry to hear that…," but they still fall short of truly understanding and addressing the user's emotional needs. For example, when engaging in emotionally charged discussions with chatbots, one can immediately notice the lack of warmth, genuineness, compassion, trust, intimacy, non-verbal cues, shared experience, history, confidentiality, human connectivity, and more.
One significant concern arises when discussing sensitive topics with chatbots. For instance, if a user seeking mental health support shares a traumatic experience, such as being sexually abused as a child, the chatbot may redirect the conversation or, worse—indicate that,
"It might be time to move onto a new topic."
This lack of sensitivity and appropriate response to emotional distress could potentially harm the individual seeking support. Addressing these ethical implications is crucial when quantifying and measuring the efficacy of AIEW platforms.
Despite the challenges in measuring emotions, there are ways to quantify the efficacy of AIEW. One approach is to analyze user feedback and satisfaction ratings after interacting with chatbots. By collecting data on user experiences, emotions expressed during interactions, and the effectiveness of the support provided by chatbots, we can start to gauge the impact of AIEW in diverse areas.
Furthermore, technology advancements such as sentiment analysis and natural language processing (NLP) can be leveraged to assess the emotional tone and content of conversations between users and chatbots. By analyzing the language patterns, sentiments, and expressions used in these interactions, researchers can gain valuable insights into the emotional dynamics at play and evaluate the efficacy of AIEW in providing support.
Another important aspect to consider when quantifying and measuring the efficacy of AIEW is the long-term impact on emotional well-being. Through longitudinal studies and follow-up assessments, researchers can evaluate the sustained benefits of using AIEW platforms. By tracking changes in emotional responses, stress levels, coping mechanisms, and overall mental health over time, we can determine the lasting effects of AIEW on users' emotional well-being.
In addition to quantitative measures, qualitative research methods can also provide valuable insights into the subjective experiences and perceptions of users engaging with AIEW. Through in-depth interviews, focus groups, and thematic analysis of user narratives, researchers can capture the nuances of emotional interactions with chatbots and how they impact individuals' emotional well-being. These qualitative findings can complement quantitative data and offer a more holistic understanding of the efficacy of AIEW.
While quantifying and measuring emotional wellness in the context of AIEW can be challenging, various approaches can be employed to measure its efficacy. By analyzing user feedback, sentiment analysis, longitudinal studies, and qualitative research methods, researchers can gain valuable insights into the emotional dynamics at play and evaluate the impact of AIEW. As technology advances, it's essential to continuously assess and improve AIEW platforms to ensure they provide effective, empathic, and compassionate support to individuals in need.