Digital Interactive Agents for SFU Counselling Services

Abstract

In response to the increasing need for accessible mental health resources, particularly among Generation Z individuals, this research investigates how digital interactive agents (i.e., chatbots, voice agents, and conversational avatars) can facilitate the access and use of counselling services, with a specific focus on improving the student experience of the existing Simon Fraser University (SFU) Health & Counselling website.

Our main research questions were: “What are the undergraduate students’ issues in accessing SFU Counselling Services, including: receiving mental health counselling, scheduling an appointment, and obtaining self-help resources and information on counselling services?" “In what way the digital interactive agents can be helpful in completing the tasks?”

To answer these questions, a literature review on the use of digital interactive agents in mental health support was conducted, which revealed common factors that influence the use of interactive agents: anthropomorphism (ability of digital agents to mimic human behaviours), input or output modalities (i.e., text, voice, video) and functionality (i.e., user control, privacy, personalization). Using the data gathered from these previous steps, an online survey was created to ask students’ perception on the importance of these factors in the context of SFU Counselling Services.

61 SFU students replied to online surveys and 2 participated in interviews. Findings revealed a preference for face-to-face counseling sessions and a recognition of the potential benefits of digital interactive agents for difficult administrative tasks, such as booking an appointment and accessing to relevant information. However, concerns exist regarding their inability to provide emotional support and addressing emotional distress.

Faculty Supervisor: Dr. Ö. Nilay Yalçin, School of Interactive Arts & Technology, Simon Fraser University