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A Conversational Web-Based Chatbot to Disseminate COVID-19 Advisory Information
Fratzeska Moutsana Tapolin1, Joseph Liaskos1, Emmanouil Zoulias1
1Health Informatics Laboratory, Faculty of Nursing, School of Health Sciences, National and Kapodistrian University of Athens, Athens, Greece.
A new AI chatbot, "Iris," provides reliable COVID-19 information, enhancing healthcare support. Pilot testing confirmed its usability and positive user experience, demonstrating the potential of conversational AI in public health.
Area of Science:
- Computer Science
- Artificial Intelligence
- Natural Language Processing
Background:
- Chatbots integrate Artificial Intelligence (AI) and Natural Language Processing (NLP) for human-like conversation.
- The COVID-19 pandemic accelerated chatbot adoption in healthcare for system support.
- Reliable information dissemination is crucial during public health crises.
Purpose of the Study:
- To design, implement, and evaluate a web-based conversational chatbot for immediate and reliable COVID-19 information.
- To assess the chatbot's conversational capabilities and subject matter understanding.
- To gauge user experience and usability of the developed chatbot.
Main Methods:
- Development of a web-based chatbot named "Iris" utilizing IBM's Watson Assistant.
- Implementation of advanced dialogue support and subject matter comprehension.
- Pilot evaluation using the University of Ulster's Chatbot Usability Questionnaire (CUQ).
Main Results:
- The chatbot "Iris" demonstrated a satisfactory understanding of COVID-19 related topics.
- Pilot evaluation confirmed the chatbot's usability.
- Users reported a pleasant experience interacting with Chatbot "Iris".
Conclusions:
- The developed chatbot "Iris" is a usable and effective tool for providing COVID-19 information.
- Conversational AI shows promise in supporting public health information delivery.
- Further research should address study limitations and explore future enhancements.
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