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Roles, Users, Benefits, and Limitations of Chatbots in Health Care: Rapid Review

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Laymouna, Moustafa, Ma, Yuanchao, Lessard, David, Schuster, Tibor, Engler, Kim, Lebouché, Bertrand·2024·Journal of Medical Internet Research
DOI 10.2196/56930PMC PMC11303905

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Abstract

Background: Chatbots, or conversational agents, have emerged as significant tools in health care, driven by advancements in artificial intelligence and digital technology. These programs are designed to simulate human conversations, addressing various health care needs. However, no comprehensive synthesis of health care chatbots’ roles, users, benefits, and limitations is available to inform future research and application in the field. Objective: This review aims to describe health care chatbots’ characteristics, focusing on their diverse roles in the health care pathway, user groups, benefits, and limitations. Methods: A rapid review of published literature from 2017 to 2023 was performed with a search strategy developed in collaboration with a health sciences librarian and implemented in the MEDLINE and Embase databases. Primary research studies reporting on chatbot roles or benefits in health care were included. Two reviewers dual-screened the search results. Extracted data on chatbot roles, users, benefits, and limitations were subjected to content analysis. Results: The review categorized chatbot roles into 2 themes: delivery of remote health services, including patient support, care management, education, skills building, and health behavior promotion, and provision of administrative assistance to health care providers. User groups spanned across patients with chronic conditions as well as patients with cancer; individuals focused on lifestyle improvements; and various demographic groups such as women, families, and older adults. Professionals and students in health care also emerged as significant users, alongside groups seeking mental health support, behavioral change, and educational enhancement. The benefits of health care chatbots were also classified into 2 themes: improvement of health care quality and efficiency and cost-effectiveness in health care delivery. The identified limitations encompassed ethical challenges, medicolegal and safety concerns, technical difficulties, user experience issues, and societal and economic impacts. Conclusions: Health care chatbots offer a wide spectrum of applications, potentially impacting various aspects of health care. While they are promising tools for improving health care efficiency and quality, their integration into the health care system must be approached with consideration of their limitations to ensure optimal, safe, and equitable use.

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  • Unlike face-to-face interactions with nurses, conversational agents just answered questions and would not evaluate patients' true feelings, which may encourage patients to share more openly during interactions to ease anxiety.

    “Unlike face-to-face interactions with nurses, CAs just answered questions and would not evaluate patients' true feelings, which may encourage patients to share more openly during interactions to ease anxiety (Laymouna et al. 2024;Marita et al. 2021).”

    From The Usability and Experience of Artificial Intelligence‐Based Conversational Agents in Health Education for Cancer Patients: A Scoping Review (2026) · cites this paper as Laymouna et al. 2024

    The Results section (‘Health Care Chatbot Benefits’; page unavailable) says friendly chatbot interactions could enhance self-disclosure, supporting the possibility that patients may share more openly. It does not compare chatbots with face-to-face nursing interactions, say that chatbots do not evaluate patients’ feelings, or link this disclosure to easing anxiety. (LLM, conf=0.86)

    Experimental — accuracy not yet measured

  • These issues highlighted the risks of over-reliance on conversational agents, as outdated or generic information may exacerbate existing health issues.

    “These issues highlighted the risks of over-reliance on CAs, as outdated or generic information may exacerbate existing health issues (Laymouna et al. 2024).”

    From The Usability and Experience of Artificial Intelligence‐Based Conversational Agents in Health Education for Cancer Patients: A Scoping Review (2026) · cites this paper as Laymouna et al. 2024

    The Discussion (Principal Findings; page not provided) says overreliance on chatbots for health decisions may lead to misjudgments that exacerbate health issues. The Introduction (Background; page not provided) says generic responses can overlook individual health profiles. Our copy does not establish the claim about outdated information. (LLM, conf=0.87)

    Experimental — accuracy not yet measured

  • Related reviews have examined health care chatbots and LLMs for cancer decision-making.

    “Related reviews have examined health care chatbots [Laymouna M, Ma Y, Lessard D, Schuster T, Engler K, Lebouché B. Roles, users, benefits, and limitations of chatbots in health care: rapid review. J Med Internet Res. Jul 23, 2024;26:e56930. [FREE Full text] [CrossRef] [Medline]13] and LLMs for cancer decision-making”

    From Mapping Technologies, Support Functions, Evaluation Outcomes, and Safety Governance Related to Conversational AI Agents for Psychological Support of Patients With Cancer: Scoping Review (2026) · cites this paper as [13]

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Cited by

Sorted by citations

Authors
Laymouna, M., Ma, Y., Lessard, D., Schuster, T., Engler, K., & Lebouché, B.
Affiliations
  • McGill University Health Centre (CA)
  • McGill University (CA)
Corresponding author
Lebouché, Bertrand
ORCID
Venue
Journal of Medical Internet Research
Publisher
JMIR Publications Inc.
Published
2024-07-23
Volume
26
Pages
e56930
ISSN
1438-8871 (ISSN-L)
DOI
10.2196/56930
PMC
PMC11303905
OpenAlex
W4394746513
Cited by
305
References
72
Citations by year
2026: 160 · 2025: 132 · 2024: 13
FWCI
6.95
Type
journal article
Language
en
Open access
Licence
cc-by
Locations
  • Journal of Medical Internet Research (publishedVersion, cc-by)
  • PubMed Central (publishedVersion, cc-by)
  • PubMed (publishedVersion)
  • PolyPublie (École Polytechnique de Montréal) (submittedVersion, cc-by)
  • DOAJ (DOAJ: Directory of Open Access Journals) (submittedVersion, cc-by-sa)
Funders
  • McGill University
  • Natural Sciences and Engineering Research Council of Canada
Topics
  • Health Sciences › Medicine › Health Informatics › Artificial Intelligence in Healthcare and Education
  • Health Sciences › Health Professions › General Health Professions › Mobile Health and mHealth Applications
  • Social Sciences › Psychology › Applied Psychology › Digital Mental Health Interventions
Keywords
chatbots, remote health services, patient support, care management, health education, health behavior promotion, chronic disease, cancer patients, mental health support, behavior change, cost-effectiveness, ethical considerations, user experience, health care quality and efficiency
MeSH terms
Communication, Delivery of Health Care, Humans, Telemedicine

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