Madison Milne?Ives|Caroline de Cock|Ernest Lim|Melissa Harper Shehadeh|Nick de Pennington|Guy Mole|Eduardo Normando|Edward Meinert
The Effectiveness of Artificial Intelligence Conversational Agents in Health Care: Systematic Review
Oxford Research Group|University of Oxford|Oxford Research Group|University of Oxford|Imperial College Healthcare NHS Trust|University of Geneva|Oxford University Hospitals NHS Trust|Oxford University Hospitals NHS Trust|Imperial College Healthcare NHS Trust|University of Plymouth|Oxford Research Group|University of Oxford|Imperial College London
background high demand health care services growing capability artificial intelligence led development conversational agents designed support variety healthrelated activities including behavior change treatment support health monitoring training triage screening support automation tasks could free clinicians focus complex work increase accessibility health care services public overarching assessment acceptability usability effectiveness agents health care needed collate evidence future development target areas improvement potential sustainable adoption objective systematic review aims assess effectiveness usability conversational agents health care identify elements users like dislike inform future research development agents methods pubmed medline ovid embase excerpta medica database cinahl cumulative index nursing allied health literature web science association computing machinery digital library systematically searched articles published since 2008 evaluated unconstrained natural language processing conversational agents used health care endnote version x9 clarivate analytics reference management software used initial screening fulltext screening conducted 1 reviewer data extracted risk bias assessed one reviewer validated another results total 31 studies selected included variety conversational agents including 14 chatbots 2 voice chatbots 6 embodied conversational agents 3 interactive voice response calls virtual patients speech recognition screening systems 1 contextual questionanswering agent 1 voice recognition triage system overall evidence reported mostly positive mixed usability satisfaction performed well 2730 2631 positive mixed effectiveness found threequarters studies 2330 however several limitations agents highlighted specific qualitative feedback conclusions studies generally reported positive mixed evidence effectiveness usability satisfactoriness conversational agents investigated qualitative user perceptions mixed quality many studies limited improved study design reporting necessary accurately evaluate usefulness agents health care identify key areas improvement research also analyze costeffectiveness privacy security agents international registered report identifier irrid rr210219616934