諮商與科技的結合是時代之未來趨勢。諮商實務工作者少有機會認識聊天機器人，且臺灣目前缺 少實徵性研究支持，本研究旨在了解諮商系所學生使用心理健康聊天機器人前、使用過程、使用 後的感受與想法，以及對後續研發的建議。本研究為質性研究，以目的取樣透過社交平臺招募到 10 位諮商系所學生為研究參與者，個人進行與聊天機器人 Woebot 每日一次共 14 天 14 次談話， 並將談話內容截圖與接受個別訪談。訪談錄音檔與截圖的對話內容均謄打為逐字稿後，由三位作 者進行編碼分析。結果發現研究參與者使用前對心理健康聊天機器人的態度觀點不一，使用過程 的感受正負向皆有，也有産生改變經驗。心理健康聊天機器人具有長期與立即陪伴功能、適合孤 單時使用，可作為真實諮商的輔助；影片等多元媒材能提高使用動機，引導建設性的思考。然而， 研究參與者認為使用過程缺乏足夠的情緒支持、感受不到當個案的獨特性、出現語言與跨文化之 障礙，也對於未來研發提出具體建議。本研究乃國內罕見的探討心理健康聊天機器人使用之研究， 提供一個原創性的主題，呈現了新興科技與諮商連結的使用經驗，也對諮商實務應用及未來人工 智慧聊天機器人研究提供建議。

Advancements in artificial intelligence have led to the development of numerous operational robots; thus, increased research attention has been paid to human–robot interactions. The integration of technology into counseling is an emerging trend. However, practitioners have few opportunities to familiarize themselves with chatbots. Additionally, the lack of supporting empirical evidence and the challenges involved in selecting an appropriate chatbot from abundant options pose considerable difficulties that must be overcome. Various robotics science theories have been proposed to describe human interactions with chatbots, particularly mental health-care robots. These robots mainly involve the establishment of caregiving relationships through virtual avatars, data collection, care planning, and health information provision. A widely applied theory related to chatbot interaction is the technology acceptance model, which posits that understanding the reasons why users accept or reject new information systems can explain their intention to use such systems. User experience, which emphasizes a user-centered approach to interactions with products, is influenced by the interactions between the user’s internal state, system design, and external environment. The present study explored the emotional, cognitive, and behavioral dimensions of chatbot use from the perspective of user experience. In recent decades, smart technology has been increasingly applied to clinical psychology. Most currently available chatbots focus on psychoeducation or symptom monitoring, serving only as self-help tools for psychotherapy. Woebot is a widely used mental health chatbot that was developed by psychologist Alison Darcy in 2016 on the basis of the principles of cognitive behavioral therapy. It can be downloaded to computers and smartphones. The present study used Woebot to explore the experiences of chatbot users. Compared with face-to-face services provided by human therapists, chatbots offer several advantages that have promoted great interest in their development and use. Chatbots are becoming increasingly accessible; they can be accessed through not only computers but also smartphones, allowing therapy recipients to circumvent the stigma associated with psychotherapy. Chatbots do not take breaks or require appointments to be scheduled, are unaffected by geographical and transportation constraints, and are generally free or low-cost, making them an affordable mental health resource. However, studies have identified several differences and limitations associated with chatbot services relative to services provided by human therapists. The present qualitative study conducted semi-structured interviews and analyzed the collected data by applying coding in grounded theory, which is suitable for discerning processes and inner experiences. This theory is applicable with our objective of examining experiences of using Woebot and the contextual relationships underlying such experiences. Because of the lack of research on the appropriateness of chatbots developed on the basis of psychotherapy from user perspectives, the present

Woebot；使用者經驗；諮商系所學生；聊天機器人

Woebot； user experience； counseling department students； chatbots