Implementing Medical Chatbots: An Application on Hidradenitis Suppurativa

Abstract

Background: The use of digital health resources is growing quickly as they are easily accessible and permit self-evaluation. Yet, research on consumer health informatics platforms is insufficient. Chatbots, interactive conversational platforms based on artificial intelligence, can facilitate access to specific information. Hidradenitis suppurativa (HS) is burdensome and has a high threshold for consultation.

Objectives: We aimed to identify the most important principles for the assembly of medical chatbots through the analysis of usage data.

Methods: The HS Chatbot<A51_FootRef>1</A51_FootRef> is a question-and-answer platform in the style of a chatbot. Usage data were collected over the course of a year. 254 responses were statistically analysed.

Results: 239 users were alleged patients. 82.9% were looking for a tentative diagnosis. The users were on average 32.49 (±11.33) years old and predominantly female (70.2%). The average number of clicks per visit on the website was 14.69 (±8.83).

Conclusions: A medical chatbot has to be customised to the specific subject whilst general principles have to be considered. High-quality information has to be available in just a few clicks. People concerned about HS are looking for a diagnosis online and often have not seen a doctor previously. Guidance towards appropriate care should be provided.

Keywords: Chatbot; Digital health; Hidradenitis suppurativa; Tentative diagnosis.

Fig. 1

Flowchart of the Materials and Methods.

Fig. 2

Flowchart with the first few items (italics) and number of responses. The boxes to the right contain the particular options on the item. The paths split up after main. From there, jumps could also lead back to previous items. NOJ, number of jumps.