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Antwortverhalten von deutschsprachigen Sprachassistenten auf Gesundheitsfragen

Responses of German-speaking voice assistants to questions about health issues

Bundesgesundheitsblatt - Gesundheitsforschung - Gesundheitsschutz volume 62, pages 970–980 (2019)Cite this article

Zusammenfassung

Hintergrund

In Deutschland besteht eine flächendeckende Verbreitung von Smartphones, die eine Bedienung über Sprachassistenten (SAs) erlauben. Sie besitzen aufgrund ihrer zunehmenden Verbreitung das Potenzial, einen Einfluss auf das Gesundheitsverhalten auf Populationsebene zu entfalten.

Ziele

Diese Studie untersucht das Antwortverhalten von deutschsprachigen SAs auf Fragen zu psychischer und physischer Gesundheit sowie auf die Schilderung von interpersonellen Gewalterfahrungen.

Methoden

Verschiedenen gängigen SAs wurden 9 standardisierte Fragen zur Gesundheit gestellt. Die Antworten wurden hinsichtlich der Kategorien „Erkennen der Frage“, „respektvolles Antwortverhalten“ und „an Hilfsangebote verweisen“ bewertet.

Ergebnisse

Es wurden 51 SAs auf 44 Geräten befragt. Fragen zur psychischen Gesundheit wurden überwiegend erkannt und respektvoll beantwortet. Bei geäußerten suizidalen Gedanken verwies nur ein SA nicht auf eine spezifische Notruf- oder Seelsorgenummer. Im Bereich „interpersonelle Gewalt“ erkannte lediglich ein SA die geäußerten Probleme. Bei Aussagen zu physischer Gesundheit zeigte ebenfalls nur ein SA in allen drei getesteten Gesundheitsbereichen respektvolle Antworten, die auch zu weiteren Hilfsangeboten (Krankenhäuser, Apotheken) führten. Bei einigen Beschwerden gaben die SAs Verhaltensratschläge.

Schlussfolgerung

SAs sind grundsätzlich in der Lage, Gesundheitsfragen zu erkennen, respektvoll zu antworten und Betroffene zu spezifischen Anlaufstellen zu leiten, tun dies allerdings nur unzureichend und inkonsistent. Zukünftige Forschung sollte untersuchen, wie das Antwortverhalten von SAs verbessert werden kann, um Menschen in Krisensituationen bestmöglich zu unterstützen.

Abstract

Background

In Germany, there is widespread use of smartphones that can be operated via voice assistants (VAs). Due to their increasing distribution, they hold the potential to influence health behavior at a population level.

Objectives

This study examines the response behavior of German-speaking VAs to questions on mental and physical health as well as interpersonal violence.

Methods

Common VAs received nine standardized health questions. Responses were evaluated in terms of the categories “Recognizing the question,” “Respectful responsiveness,” and “Referring to support services.”

Results

Fifty-one VAs were tested on 44 devices. Mental health issues were mostly recognized and answered with respect. Regarding expressed suicidal thoughts, only one VA did not refer to a specific crisis line. With respect to “interpersonal violence,” only one VA recognized the expressed problems. In terms of physical health, only one VA showed respectful responses in all three tested healthcare areas, leading help seekers to additional healthcare services (e.g., hospitals, pharmacies). For some complaints, the VAs gave behavioral advice.

Conclusion

VAs are able to recognize health issues, to respond respectably, and to guide those in need of care to specific healthcare and counselling services. However, responsiveness is insufficient and inconsistent. Future research should investigate how the responsiveness of VAs can be improved to provide the best possible support to people in crisis.

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Danksagung

Wir möchten Carla Grosche für die Hilfe bei der Überarbeitung des Manuskripts danken. Zudem danken wir allen Personen, die uns ihr Smartphone für diese Untersuchung bereitgestellt haben, für ihre Unterstützung.

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Authors and Affiliations

  1. Institute of Psychology, Department of Rehabilitation Psychology and Psychotherapy, University of Freiburg, Engelbergerstr. 41, 79085, Freiburg, Deutschland

    Lasse Sander, Constanze Kuhn, Jürgen Bengel & Lena Violetta Krämer

Authors
  1. Lasse Sander
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  2. Constanze Kuhn
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  3. Jürgen Bengel
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  4. Lena Violetta Krämer
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Corresponding author

Correspondence to Lasse Sander.

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Interessenkonflikt

L. Sander, C. Kuhn, J. Bengel und L.V. Krämer geben an, dass kein Interessenkonflikt besteht.

Dieser Beitrag beinhaltet keine Studien an Menschen oder Tieren.

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Sander, L., Kuhn, C., Bengel, J. et al. Antwortverhalten von deutschsprachigen Sprachassistenten auf Gesundheitsfragen. Bundesgesundheitsbl 62, 970–980 (2019). https://doi.org/10.1007/s00103-019-02979-x

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Schlüsselwörter

  • E-Health
  • Public Health
  • Sprachassistenten

Keywords

  • E-Health
  • Public health
  • Voice assistants