A Comparison between Chatbots for Handling Administrative Healthcare Tasks

Sammanfattning: Chatbots are used in many fields to reduce the amount of repetitive work. While chatbots are proved to be great help in retailer business, tourism related services, it is little known about usability of chatbots in more sensitive field such as healthcare. A study was conducted to examine the possibilities whether a chatbot could be used to automate administrative tasks within the Swedish healthcare. Three chatbots were developed, each one using different framework. Each chatbot was tested with participants acting as a patient, freely using each chatbot, and filling out a quantitative evaluation after the test. Results from participants'responses to the quantitative evaluation and SWOT analysis showed that chatbots are helpful, user-friendly and have the opportunity to integrate with various databases and many services. Participants preferred the chatbot that could handle voice interaction. The results also showed that the chatbots were helpful in registering cases and answering frequently asked questions. Additionally, it was observed that chatbots are efficient when their work is complemented by a healthcare specialist. This allows concluding that a chatbot is a promising potential tool to automate administrative tasks within the Swedish healthcare.