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Implementation of Anxiety UK's Ask Anxia Chatbot Service: Lessons Learned.

Luke Collins¹, Niamh Nicholson², Nicky Lidbetter²

¹Linguistics and English Language, Lancaster University, Lancaster, United Kingdom.

JMIR Human Factors

|June 17, 2024

Summary

Health chatbots, like Ask Anxia, offer accessible support by managing repetitive tasks and providing crucial health information. Continuous monitoring and corpus linguistics optimize chatbot performance and user query responses.

Keywords:

anxiety disorders chatbots conversational agents corpus linguistics web-based care

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Area of Science:

Digital Health
Natural Language Processing
Human-Computer Interaction

Background:

Healthcare systems face human resource constraints, increasing the need for accessible digital services.
Simple, rule-based chatbots are effective for high-volume, repetitive health information delivery.
Anxiety UK implemented the Ask Anxia chatbot to augment existing support services.

Purpose of the Study:

To report on the implementation and iterative development of the Ask Anxia chatbot.
To demonstrate the utility of corpus linguistics in evaluating user queries and optimizing chatbot responses.
To provide recommendations for organizations developing automated conversational interfaces.

Main Methods:

Iterative development and performance monitoring of the Ask Anxia chatbot over 18 months.
Analysis of user queries using corpus linguistics to identify recurrent themes.
Refinement of chatbot information and services based on user query analysis.

Main Results:

The Ask Anxia chatbot evolved significantly over 18 months in response to user needs.
Corpus linguistics proved effective in evaluating user queries and enhancing chatbot responses.
The development process highlighted the potential of chatbots in healthcare information provision.

Conclusions:

Automated conversational interfaces, like health chatbots, can effectively supplement human resources in healthcare.
Corpus linguistics is a valuable tool for optimizing chatbot performance and user experience.
Recommendations are provided for organizations seeking to implement similar chatbot services.