Nonverbal Markers of Empathy in Virtual Healthcare Professionals

Different healthcare services can be provided to patients using virtual agent platforms. Various nonverbal markers of empathy (e.g., direct gaze) have been integrated into the design of these agents. However, how distinct markers interact to influence the empathy perceived from these agents remains to be investigated. This study examines how agent variations in gaze direction, facial expression, trunk lean, and gender affect the perception of empathy. Participants watched video clips of virtual healthcare professionals showing 12 behavior combinations (as seen through the eyes of patients in pain) and rated perceived empathy. A pain face (congruent with that of patients in pain) was perceived as more empathic than a neutral face, regardless of gaze direction, trunk lean, and gender. Perceived empathy from a neutral face was higher for female agents or with a direct gaze and a forward-or backward-trunk lean. These results highlight the primary role of facial expressions in empathic human-agent interactions.