Assistive Chatbots for healthcare: a succinct review

TL;DR

This review examines the development, current use, and challenges of AI-enabled healthcare chatbots over the past decade, highlighting issues of trust, safety, and NLP performance, and suggesting pathways for wider adoption.

Contribution

It provides a comprehensive overview of AI healthcare chatbots from 2013 to 2023, identifying gaps in trust, safety, and NLP capabilities, and proposing strategies for broader deployment.

Findings

Limited commercial chatbot adoption in healthcare.

Concerns over patient safety and data privacy.

NLP performance still lags behind human interaction.

Abstract

Artificial Intelligence (AI) for supporting healthcare services has never been more necessitated than by the recent global pandemic. Here, we review the state-of-the-art in AI-enabled Chatbots in healthcare proposed during the last 10 years (2013-2023). The focus on AI-enabled technology is because of its potential for enhancing the quality of human-machine interaction via Chatbots, reducing dependence on human-human interaction and saving man-hours. Our review indicates that there are a handful of (commercial) Chatbots that are being used for patient support, while there are others (non-commercial) that are in the clinical trial phases. However, there is a lack of trust on this technology regarding patient safety and data protection, as well as a lack of wider awareness on its benefits among the healthcare workers and professionals. Also, patients have expressed dissatisfaction with Natural Language Processing (NLP) skills of the Chatbots in comparison to humans. Notwithstanding the recent introduction of ChatGPT that has raised the bar for the NLP technology, this Chatbot cannot be trusted with patient safety and medical ethics without thorough and rigorous checks to serve in the `narrow' domain of assistive healthcare. Our review suggests that to enable deployment and integration of AI-enabled Chatbots in public health services, the need of the hour is: to build technology that is simple and safe to use; to build confidence on the technology among: (a) the medical community by focussed training and development; (b) the patients and wider community through outreach.