Socorro Chatbot: Promoting regular blood donation through a conversation agent
Resumo
The conversation agent Socorro is a project that aims to promote voluntary and regular blood donation through the exchange of text messages between the donor and the chatbot. The solution was developed using the Dialogflow platform complemented by a webhook in NodeJS and integrated with the Telegram instant messaging platform. In Brazil, blood donation is a voluntary practice that requires motivation, availability and interest on the part of the donor. Socorro seeks to promote regular donation, allowing donors to access their donation history, receive reminders about the availability of donating again, form donation groups with friends. It also creates a communication channel between the blood center and the user to invite specific blood types seeking to enhance the donor experience. In the case study presented in this research, we also sought to demonstrate the implementation of specific usability heuristics for chatbots in interactions carried out by Socorro. Conversation robots have significant potential to accomplish tasks normally performed by graphical interfaces, the implementation of this type of solution can bring benefits to users in terms of familiarity, practicality and routine, since it uses instant messengers, solutions that are already in common use.
Palavras-chave:
chatbot, blood donation, usability heuristics
Referências
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Timothy Bickmore and Justine Cassell. 2005. Social Dialongue with Embodied Conversational Agents. Springer Netherlands, Dordrecht, 23–54. DOI: 10.1007/1-4020-3933-6_2
Tom Brown, Benjamin Mann, Nick Ryder, Melanie Subbiah, Jared D Kaplan, Prafulla Dhariwal, Arvind Neelakantan, Pranav Shyam, Girish Sastry, Amanda Askell, 2020. Language models are few-shot learners. Advances in neural information processing systems 33 (2020), 1877–1901.
Leticia Carlesso, Cristiane Ferreira dos Santos, Rosane de Fátima da Silva Guimarães, Suzel Lima da Silva, Viviani Viero, Silvani Vargas Vieira, and Nara Marilene Oliveira Girardon-Perlini. 2017. Estratégias implementadas em hemocentros para aumento da doação de sangue. Revista Brasileira em Promoção da Saúde 30, 2 (jun. 2017). DOI: 10.5020/18061230.2017.p213
Robert Dale. 2016. The return of the chatbots. Natural Language Engineering 22, 5 (sep 2016), 811–817. DOI: 10.1017/s1351324916000243
Aline Dresch, Daniel Pacheco Lacerda, and José Antonio Valle Antunes Junior. 2015. Design science research: método de pesquisa para avanço da ciência e tecnologia. Bookman Editora.
Asbjørn Følstad, Marita Skjuve, and Petter Bae Brandtzaeg. 2019. Different Chatbots for Different Purposes: Towards a Typology of Chatbots to Understand Interaction Design. In Internet Science, Svetlana S. Bodrunova, Olessia Koltsova, Asbjørn Følstad, Harry Halpin, Polina Kolozaridi, Leonid Yuldashev, Anna Smoliarova, and Heiko Niedermayer (Eds.). Springer International Publishing, Cham, 145–156.
Elia Gabarron, Dillys Larbi, Kerstin Denecke, and Eirik Årsand. 2020. What do we know about the use of chatbots for public health?Digital Personalized Health and Medicine (2020), 796–800.
Google LLC 2022. Documentação do Dialogflow | Google Cloud. Google LLC. [link]
James Hendler. 2008. Avoiding another AI winter. IEEE Intelligent Systems 23, 02 (2008), 2–4.
Alan Hevner, Jan Vom Brocke, and Alexander Maedche. 2019. Roles of digital innovation in design science research. Business & Information Systems Engineering 61 (2019), 3–8. DOI: 10.1007/s12599-018-0571-z
Clare Johansson, Rowan Bedggood, Karen Farquharson, and Aron Perenyi. 2018. Shared leadership as a vehicle to healthy service eco-systems: practical or fanciful?Journal of Social Marketing (2018).
Raina Langevin, Ross J Lordon, Thi Avrahami, Benjamin R. Cowan, Tad Hirsch, and Gary Hsieh. 2021. Heuristic Evaluation of Conversational Agents. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems (Yokohama, Japan) (CHI ’21). Association for Computing Machinery, New York, NY, USA, Article 632, 15 pages. DOI: 10.1145/3411764.3445312
Rolf Molich and Jakob Nielsen. 1990. Improving a human-computer dialogue. Commun. ACM 33 (1990), 338–348.
World Health Organization 2010. Towards 100% voluntary blood donation: a global framework for action. (2010).
Michael Polonsky, Kate Francis, and Andre Renzaho. 2015. Is removing blood donation barriers a donation facilitator? Australian African migrants’ view. Journal of Social Marketing (2015).
Alec Radford, Jeffrey Wu, Rewon Child, David Luan, Dario Amodei, Ilya Sutskever, 2019. Language models are unsupervised multitask learners. OpenAI blog 1, 8 (2019), 9.
Mateus Klein Roman, Ericles Andrei Bellei, Daiana Biduski, Adriano Pasqualotti, Cristiane Da Silva Rodrigues De Araujo, and Ana Carolina Bertoletti De Marchi. 2020. “Hey assistant, how can I become a donor?” The case of a conversational agent designed to engage people in blood donation. Journal of Biomedical Informatics 107 (2020), 103461.
Francisco Albernaz Machado Valério, Tatiane Gomes Guimarães, Raquel Oliveira Prates, and Heloisa Candello. 2018. Chatbots Explain Themselves: Designers’ Strategies for Conveying Chatbot Features to Users. Journal on Interactive Systems 9, 3 (Dec. 2018). DOI: 10.5753/jis.2018.710
Joseph Weizenbaum. 1966. ELIZA—a computer program for the study of natural language communication between man and machine. Commun. ACM 9, 1 (jan 1966), 36–45. DOI: 10.1145/365153.365168
Timothy Bickmore and Justine Cassell. 2005. Social Dialongue with Embodied Conversational Agents. Springer Netherlands, Dordrecht, 23–54. DOI: 10.1007/1-4020-3933-6_2
Tom Brown, Benjamin Mann, Nick Ryder, Melanie Subbiah, Jared D Kaplan, Prafulla Dhariwal, Arvind Neelakantan, Pranav Shyam, Girish Sastry, Amanda Askell, 2020. Language models are few-shot learners. Advances in neural information processing systems 33 (2020), 1877–1901.
Leticia Carlesso, Cristiane Ferreira dos Santos, Rosane de Fátima da Silva Guimarães, Suzel Lima da Silva, Viviani Viero, Silvani Vargas Vieira, and Nara Marilene Oliveira Girardon-Perlini. 2017. Estratégias implementadas em hemocentros para aumento da doação de sangue. Revista Brasileira em Promoção da Saúde 30, 2 (jun. 2017). DOI: 10.5020/18061230.2017.p213
Robert Dale. 2016. The return of the chatbots. Natural Language Engineering 22, 5 (sep 2016), 811–817. DOI: 10.1017/s1351324916000243
Aline Dresch, Daniel Pacheco Lacerda, and José Antonio Valle Antunes Junior. 2015. Design science research: método de pesquisa para avanço da ciência e tecnologia. Bookman Editora.
Asbjørn Følstad, Marita Skjuve, and Petter Bae Brandtzaeg. 2019. Different Chatbots for Different Purposes: Towards a Typology of Chatbots to Understand Interaction Design. In Internet Science, Svetlana S. Bodrunova, Olessia Koltsova, Asbjørn Følstad, Harry Halpin, Polina Kolozaridi, Leonid Yuldashev, Anna Smoliarova, and Heiko Niedermayer (Eds.). Springer International Publishing, Cham, 145–156.
Elia Gabarron, Dillys Larbi, Kerstin Denecke, and Eirik Årsand. 2020. What do we know about the use of chatbots for public health?Digital Personalized Health and Medicine (2020), 796–800.
Google LLC 2022. Documentação do Dialogflow | Google Cloud. Google LLC. [link]
James Hendler. 2008. Avoiding another AI winter. IEEE Intelligent Systems 23, 02 (2008), 2–4.
Alan Hevner, Jan Vom Brocke, and Alexander Maedche. 2019. Roles of digital innovation in design science research. Business & Information Systems Engineering 61 (2019), 3–8. DOI: 10.1007/s12599-018-0571-z
Clare Johansson, Rowan Bedggood, Karen Farquharson, and Aron Perenyi. 2018. Shared leadership as a vehicle to healthy service eco-systems: practical or fanciful?Journal of Social Marketing (2018).
Raina Langevin, Ross J Lordon, Thi Avrahami, Benjamin R. Cowan, Tad Hirsch, and Gary Hsieh. 2021. Heuristic Evaluation of Conversational Agents. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems (Yokohama, Japan) (CHI ’21). Association for Computing Machinery, New York, NY, USA, Article 632, 15 pages. DOI: 10.1145/3411764.3445312
Rolf Molich and Jakob Nielsen. 1990. Improving a human-computer dialogue. Commun. ACM 33 (1990), 338–348.
World Health Organization 2010. Towards 100% voluntary blood donation: a global framework for action. (2010).
Michael Polonsky, Kate Francis, and Andre Renzaho. 2015. Is removing blood donation barriers a donation facilitator? Australian African migrants’ view. Journal of Social Marketing (2015).
Alec Radford, Jeffrey Wu, Rewon Child, David Luan, Dario Amodei, Ilya Sutskever, 2019. Language models are unsupervised multitask learners. OpenAI blog 1, 8 (2019), 9.
Mateus Klein Roman, Ericles Andrei Bellei, Daiana Biduski, Adriano Pasqualotti, Cristiane Da Silva Rodrigues De Araujo, and Ana Carolina Bertoletti De Marchi. 2020. “Hey assistant, how can I become a donor?” The case of a conversational agent designed to engage people in blood donation. Journal of Biomedical Informatics 107 (2020), 103461.
Francisco Albernaz Machado Valério, Tatiane Gomes Guimarães, Raquel Oliveira Prates, and Heloisa Candello. 2018. Chatbots Explain Themselves: Designers’ Strategies for Conveying Chatbot Features to Users. Journal on Interactive Systems 9, 3 (Dec. 2018). DOI: 10.5753/jis.2018.710
Joseph Weizenbaum. 1966. ELIZA—a computer program for the study of natural language communication between man and machine. Commun. ACM 9, 1 (jan 1966), 36–45. DOI: 10.1145/365153.365168
Publicado
16/10/2023
Como Citar
SERRANO, Paulo Henrique Souto Maior.
Socorro Chatbot: Promoting regular blood donation through a conversation agent. In: SIMPÓSIO BRASILEIRO SOBRE FATORES HUMANOS EM SISTEMAS COMPUTACIONAIS (IHC), 22. , 2023, Maceió/AL.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2023
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