Exploring the Influence of Chatbots on Healthcare: Systematic Review

Boza Bocanegra C.; Peña D.; Yapuchura E.R.; Villena-Reyes D. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2024) · DOI: 10.18687/laccei2024.1.1.1671

Resumen

This RSL (Systematic Literature Review) explores the impact of chatbots on online healthcare, with a focus on patients who, for various reasons, use online healthcare services. The objectives included evaluating the effectiveness of chatbots and identifying their uses and challenges, Likewise proposing recommendations for their implementation. The search strategy was based on the PICO method or framework of questions that help us structure and focus the bibliographic search. Likewise, the Scopus database was used as a bibliographic source. 58 articles were reviewed, and 15 were relevant for the analysis. The studies highlighted the versatility of chatbots in medical contexts and their ability to improve the quality of care and patient satisfaction, especially in perinatal mental care. Accuracy measurements, such as P@1, R@3, and MRR, demonstrated the effectiveness of chatbots in providing relevant answers. The conclusions highlight the need for specific regulation for LLMs (Large Scale Language Models) and the importance of scalability for the success of chatbots. Future research on specific populations and the practical integration of chatbots into clinical settings was suggested. This RSL provides a comprehensive view of the emerging role of chatbots in online healthcare, identifying trends and key areas for future study.

Instituciones: Universidad Tecnológica del Perú