Key points are not available for this paper at this time.
Recognizing empathy levels in CA prototypes proved challenging, highlighting possible complexities involved with voice-based empathy detection. The perception of empathy may also be affected by different ethnic and gender-based factors. The study findings emphasize the importance of personalized communications by CAs, with expressions of empathy tailored to key demographic characteristics of users. Future studies in a similar context would benefit from the inclusion of participants who are end users of a mental health care service with more balanced gender and age distributions. Multimodal interactions could also be considered for CA prototype development.
Sanjeewa et al. (Sun,) studied this question.