Exploring Bias and inclusivity in patient interaction with an AI chatbot by Doris Dippold

Exploring bias and inclusivity in patient interaction with an AI chatbot

22nd April 2026, 12-1PM, Online via Teams 

Speakers: Doris Dippold (University of Surrey)

Human-chatbot interaction: a rapport perspective

Rapport, established as a key concept in pragmatics by Spencer-Oatey (2008), has long been recognised as central to successful human–human communication, yet its role in human communication with chatbots remains underexplored. In this talk, I will use Spencer-Oatey and Lazidou’s (2024) GAAFFE framework to examine where the chatbot’s language choices align, or fail to align, with patients’ expectations of rapport with a medical appointment booking chatbot. I will also examine the role of human-like qualities as a moderating factor across the GAAFEE dimensions, concluding with a discussion of the implications of these findings for conversation design.