[Requirements for an effective application of artificial intelligence in interpersonal communication in healthcare: A...

With ongoing digital transformation, AI applications are gaining increasing importance in healthcare organizations. Focusing on similar, iterative activities across different processes can enhance the potential for AI applications. A key process common to all healthcare institutions is communication with requesters. The aim of this study is to identify aspects of direct interaction between requesters and AI applications and to derive practical recommendations from these findings.

A scoping literature review was conducted, analyzing various data sources published between 2020 and May 2025. The identified studies were assessed in a structured selection process with defined inclusion and exclusion criteria. Included studies were analyzed according to requirements for AI applications, categorized by population, context, and concept (PCC model).

Of the 1,301 studies identified, 49 were included. The studies address organizational requirements concerning, in particular, the ethical and legal integration of AI applications within the healthcare context. Design-related aspects of AI applications also emerged as key requirements. In addition, individual-level requirements were described-ranging from the handling and use of sensitive data to competencies in interacting with AI technologies.

The identified requirements may contribute to a valid and beneficial implementation of AI applications. The scope should always be assessed in relation to the specific context of the healthcare institution. No direct evidence of AI's effect on requesters was found. Broader adoption of AI applications could contribute to reducing structural deficiencies in healthcare delivery.