Zhan Zhang

Liuping Wang, Dakuo Wang, Feng Tian et al.

Chatbots systems, despite their popularity in today's HCI and CSCW research, fall short for one of the two reasons: 1) many of the systems use a rule-based dialog flow, thus they can only respond to a limited number of pre-defined inputs with pre-scripted responses; or 2) they are designed with a focus on single-user scenarios, thus it is unclear how these systems may affect other users or the community. In this paper, we develop a generalizable chatbot architecture (CASS) to provide social support for community members in an online health community. The CASS architecture is based on advanced neural network algorithms, thus it can handle new inputs from users and generate a variety of responses to them. CASS is also generalizable as it can be easily migrate to other online communities. With a follow-up field experiment, CASS is proven useful in supporting individual members who seek emotional support. Our work also contributes to fill the research gap on how a chatbot may influence the whole community's engagement.

Dakuo Wang, Liuping Wang, Zhan Zhang et al.

Artificial intelligence (AI) technology has been increasingly used in the implementation of advanced Clinical Decision Support Systems (CDSS). Research demonstrated the potential usefulness of AI-powered CDSS (AI-CDSS) in clinical decision making scenarios. However, post-adoption user perception and experience remain understudied, especially in developing countries. Through observations and interviews with 22 clinicians from 6 rural clinics in China, this paper reports the various tensions between the design of an AI-CDSS system ("Brilliant Doctor") and the rural clinical context, such as the misalignment with local context and workflow, the technical limitations and usability barriers, as well as issues related to transparency and trustworthiness of AI-CDSS. Despite these tensions, all participants expressed positive attitudes toward the future of AI-CDSS, especially acting as "a doctor's AI assistant" to realize a Human-AI Collaboration future in clinical settings. Finally we draw on our findings to discuss implications for designing AI-CDSS interventions for rural clinical contexts in developing countries.

Ze Hu, Zhan Zhang, Qing Chen et al.

Currently, a growing number of health consumers are asking health-related questions online, at any time and from anywhere, which effectively lowers the cost of health care. The most common approach is using online health expert question-answering (HQA) services, as health consumers are more willing to trust answers from professional physicians. However, these answers can be of varying quality depending on circumstance. In addition, as the available HQA services grow, how to predict the answer quality of HQA services via machine learning becomes increasingly important and challenging. In an HQA service, answers are normally short texts, which are severely affected by the data sparsity problem. Furthermore, HQA services lack community features such as best answer and user votes. Therefore, the wisdom of the crowd is not available to rate answer quality. To address these problems, in this paper, the prediction of HQA answer quality is defined as a classification task. First, based on the characteristics of HQA services and feedback from medical experts, a standard for HQA service answer quality evaluation is defined. Next, based on the characteristics of HQA services, several novel non-textual features are proposed, including surface linguistic features and social features. Finally, a deep belief network (DBN)-based HQA answer quality prediction framework is proposed to predict the quality of answers by learning the high-level hidden semantic representation from the physicians' answers. Our results prove that the proposed framework overcomes the problem of overly sparse textual features in short text answers and effectively identifies high-quality answers.