Agent-User Concordance and Satisfaction with a Virtual Hospital Discharge Nurse

  • Shuo Zhou
  • Timothy Bickmore
  • Michael Paasche-Orlow
  • Brian Jack
Part of the Lecture Notes in Computer Science book series (LNCS, volume 8637)


User attitudes towards a hospital virtual nurse agent are described, as evaluated in a randomized clinical trial involving 764 hospital patients. Patients talked to the agent for an average of 29 minutes while in their hospital beds, receiving their customized hospital discharge instructions from the agent and a printed booklet. Patients reported very high levels of satisfaction with and trust in the nurse agent, preferred receiving their discharge instructions from the agent over their human doctors and nurses, and found the system very easy to use. Perceived similarity to the agent was a significant determiner of liking, trust, desire to continue, and working alliance, although perceived similarity was unrelated to racial concordance between patients and the agent.


Relational agent embodied conversational agent medical informatics health informatics hospital discharge 


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Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  • Shuo Zhou
    • 1
  • Timothy Bickmore
    • 1
  • Michael Paasche-Orlow
    • 2
  • Brian Jack
    • 2
  1. 1.College of Computer and Information ScienceNortheastern UniversityBostonUSA
  2. 2.Boston Medical CenterBoston University School of MedicineBostonUSA

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