User-Chatbot Conversations During the COVID-19 Pandemic: Study Based on Topic Modeling and Sentiment Analysis

New study shows how people interacted with chatbots during COVID-19 pandemic

Chatbots became a promising tool to support public health initiatives during the COVID-19 pandemic. Despite their potential, little research has been done on how people interact with chatbots in a crisis. Understanding user-chatbot interactions is crucial for developing services that can respond to people’s needs during a global health emergency.

From the analysis, we extracted 18 topics, which were categorized into five themes:"Questions asked to the chatbot" ,"Preventive behaviors" ,"Outbreak of COVID-19" ,"Physical & psychological impact of COVID-19" , and"People and life in the pandemic" . The most common theme indicated that people considered chatbots as a source of information about the pandemic, for example, by asking health-related questions.

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