Understanding How Chatbot Phrasing Styles and Care Demonstration Influence Overweight Users’ Adherence Intention Towards Chatbots Supporting Weight Management

Abstract

Chatbots hold promise as a technology to aid in sustained weight management. However, determining the optimal way for chatbots to deliver advice to effectively change user behaviors remains a significant hurdle. This research investigates the effects of different chatbot communication styles and expressions of care on user satisfaction, misinterpretation, and intent to adhere to the advice in weight-related conversations. A mixed method study with 97 participants classified as overweight was conducted, dividing them into four groups based on explicit/implicit communication styles and the presence or absence of caring language. Surprisingly, the study found that most participants in the explicit communication groups viewed the chatbot as non-offensive. These participants also reported higher levels of enjoyment and a greater intention to follow the chatbot’s recommendations. Utilizing caring language may diminish users’ perception of the chatbot as a marketing tool, thereby increasing their willingness to interact. The article discusses the implications for the design of healthcare chatbots.