COTriage: Applying a Model-Driven Proposal for Improving the Development of Health Information Systems with Chatbots

Today, organizations require innovative and flexible solutions to digitize and automate their processes—particularly those processes designed to obtain information from users. Chatbots are one of the most widely used technological options for automating processes. This article aims to integrate chatbot technology with health information systems (HISs) to improve the execution of health-care processes. Specifically, it presents the COTriage framework, which proposes model-driven mechanisms for improving the design and development of process-oriented HISs with chatbot-based triage process integration. The proposal was also instantiated with the COVID-19 triage process and assisted reproduction treatment processes on iMedea (a real HIS). Finally, the proposal was discussed considering the acceptance of end users, as well as the degree of efficiency and effectiveness achieved by the software team who applies COTriage on our case study.