Xiangmin Fan|Daren Chao|Zhan Zhang|Dakuo Wang|Xiaohua Li|Feng Tian
Utilization of Self-Diagnosis Health Chatbots in Real-World Settings: Case Study
Institute of Software|Chinese Academy of Sciences|University of Toronto|Pace University|Cambridge Scientific (United States)|Institute of Software|Chinese Academy of Sciences
background artificial intelligence aidriven chatbots increasingly used health care chatbots designed specific population evaluated controlled settings little research documenting health consumers eg patients caregivers use chatbots selfdiagnosis purposes realworld scenarios objective aim research understand health chatbots used realworld context issues barriers exist usage user experience novel technology improved methods employed datadriven approach analyze system log widely deployed selfdiagnosis chatbot china data set consisted 47684 consultation sessions initiated 16519 users 6 months log data included variety information including users nonidentifiable demographic information consultation details diagnostic reports user feedback conducted statistical analysis content analysis heterogeneous data set results chatbot users spanned age groups including middleaged older adults users consulted chatbot wide range medical conditions including often entail considerable privacy social stigma issues furthermore distilled 2 prominent issues use chatbot 1 considerable number users dropped middle consultation sessions 2 users pretended health concerns used chatbot nontherapeutic purposes finally identified set user concerns regarding use chatbot including insufficient actionable information perceived inaccurate diagnostic suggestions conclusions although health chatbots considered convenient tools enhancing patientcentered care issues barriers impeding optimal use novel technology designers developers employ usercentered approaches address issues user concerns achieve best uptake utilization conclude paper discussing several design implications including making chatbots informative easytouse trustworthy well improving onboarding experience enhance user engagement