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

IF 2.2 4区医学 Q3 HEALTH POLICY & SERVICES Journal of Health Organization and Management Pub Date : 2025-01-28 DOI:10.1108/JHOM-12-2023-0376

K Mohamed Jasim, A Malathi, Seema Bhardwaj, Eugene Cheng-Xi Aw

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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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基于人工智能的聊天机器人在医疗保健服务中的使用的系统回顾。

目的：本系统的文献综述旨在从理论和方法的角度对医疗保健中聊天机器人的现有知识进行全面和结构化的综合。设计/方法/方法：为此，通过SPAR-4-SLR系统程序选择89篇文献进行系统文献综述。本系统综述的文献来源于Scopus数据库。VoSviewer软件有助于分析关键词共现，形成主题领域的基本结构。此外，本研究提出了未来的研究议程围绕三个主要主题，即：(1)远程医疗，(2)心理健康和(3)医疗信息。原创性/价值：本研究强调了聊天机器人在医疗服务中使用的重要性、影响和预测因素。综上所述，采用所提出的未来方向，并进一步研究聊天机器人在医疗保健领域的应用，将有助于完善聊天机器人系统，更好地满足患者的需求。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Health Organization and Management HEALTH POLICY & SERVICES-

CiteScore

3.20

自引率

7.10%

发文量

期刊介绍： ■International health and international organizations ■Organisational behaviour, governance, management and leadership ■The inter-relationship of health and public sector services ■Theories and practices of management and leadership in health and related organizations ■Emotion in health care organizations ■Management education and training ■Industrial relations and human resource theory and management. As the demands on the health care industry both polarize and intensify, effective management of financial and human resources, the restructuring of organizations and the handling of market forces are increasingly important areas for the industry to address.