Transforming healthcare with chatbots: uses and applications. A scoping review

Abstract

Purpose: The COVID-19 pandemic has intensified the demand and use of healthcare resources, prompting the search for efficient solutions under budgetary constraints. In this context, the increasing use of artificial intelligence and telemedicine has emerged as a key strategy to optimize healthcare delivery and resources. Consequently, chatbots have emerged as innovative tools in various healthcare fields, such as mental health and patient monitoring, offering therapeutic conversations and early interventions. This systematic review aims to explore the current state of chatbots in the healthcare sector, meticulously evaluating their effectiveness, practical applications, and potential benefits. Methods: This systematic review was conducted following PRISMA guidelines, utilizing three databases, including PubMed, Web of Science, and Scopus, to identify relevant studies on the use and cost of chatbots in health over the past 5 years. Results: Several articles were identified through the database search (n=31). The chatbot interventions were categorized by similar types. The reviewed articles highlight the diverse applications of chatbot interventions in healthcare, including mental health support, medical information, appointment management, health education, lifestyle changes, and COVID-19 management, demonstrating significant potential across these areas. Conclusion: Furthermore, there are challenges regarding the implementation of chatbots, compatibility with other systems, and ethical considerations that may arise in different healthcare settings. Addressing these issues will be essential to maximize the benefits of chatbots, mitigate risks, and ensure equitable access to these health innovations.