Assistant for medical appointments and medication recommendations using Chatbot with NLP techniques in the healthcare sector in Lima

Gonzales R.; Contreras A.; Montero R. · International Conference on Engineering and Emerging Technologies, ICEET (2025) · DOI: 10.1109/iceet67911.2025.11424046

Resumen

Health is a vital aspect of a country, and the demand for medical care increases in line with population growth. However, current care channels are overwhelmed due to the high demand for health services. Waiting times for medical care or routine medications for any treatment are excessive. To address this situation, we propose the development of a chatbot that uses natural language processing techniques to streamline the process as a virtual assistant in the healthcare sector. This new intelligent care channel is designed to facilitate faster and more efficient medical appointment booking. This allows the assistant to offer personalized recommendations for the medical area needed based on the symptoms reported by the patient, as well as information on available services and medications. In practice, based on a significant sample of 25 patients, the application achieved an overall satisfaction rate of 80% with the care provided, 84% with ease of use, and improved service time by up to 69% compared to traditional channels, findings that demonstrate the effectiveness of the proposal.

Instituciones: Universidad Peruana de Ciencias Aplicadas