Roles, Users, Benefits, and Limitations of Chatbots in Health Care: Rapid Review (Preprint)
Open accessPreprint — published as 10.2196/56930 · Paper page
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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- 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
- Venue
- Journal of Medical Internet Research
- Publisher
- JMIR Publications Inc.
- Published
- 2024-02-02
- Volume
- 26
- Pages
- e56930-e56930
- ISSN
- 1438-8871 (ISSN-L)
- PMC
- PMC11303905
- OpenAlex
- W4394746513
- Cited by
- 302
- References
- 288
- Citations by year
- 2026: 157 · 2025: 132 · 2024: 13
- FWCI
- 6.89
- Type
- journal article
- Language
- en
- Open access
- gold
- doi.org
- 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
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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