A systematic review of AI-based chatbot usages in healthcare services

Abstract

PURPOSE: This systematic literature review aims to provide a comprehensive and structured synthesis of the existing knowledge about chatbots in healthcare from both a theoretical and methodological perspective. DESIGN/METHODOLOGY/APPROACH: To this end, a systematic literature review was conducted with 89 articles selected through a SPAR-4-SLR systematic procedure. The document for this systematic review was collected from Scopus database. The VoSviewer software facilitates the analysis of keyword co-occurrence to form the fundamental structure of the subject field. FINDINGS: In addition, this study proposes a future research agenda revolving around three main themes such as (1) telemedicine, (2) mental health and (3) medical information. ORIGINALITY/VALUE: This study underscores the significance, implications and predictors of chatbot usage in healthcare services. It is concluded that adopting the proposed future direction and further research on chatbots in healthcare will help to refine chatbot systems to better meet the needs of patients.

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