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Beyond functionality: how conversational elements and usefulness perceptions shape voice AI experience in healthcare interactions
- Truvace record
- TRV-2026-2686raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
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- d33ad054e62b…check it
This study investigates how conversational elements in AI healthcare chatbots influence user experience during chronic headache consultations. Using three controlled participant-based voice experiments (N = 1,200), the study examines how empathy type, linguistic softeners, and prosodic diversity shape users’ evaluations of voice-based healthcare AI. The results show that emotional empathy produces significantly more positive user experiences than cognitive empathy, challenging the assumption that factual accurac…
The gain
In three controlled voice experiments with 1,200 participants on chronic headache consultations, a healthcare voice AI that used emotional empathy produced significantly more positive user experiences than one using cognitive empathy.
Sources
1 on file- Behaviour & Information Technologydoi:10.1080/0144929x.2026.2682278
Cite this record
v1Truvace Impact Record TRV-2026-2686, v1: “Beyond functionality: how conversational elements and usefulness perceptions shape voice AI experience in healthcare interactions.” Truvace, 2026-11-12. /record/TRV-2026-2686 (accessed on the day you copy it). sha256 d33ad054e62bbf3d…
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