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Stakeholder Experiences With the Pneumococcal Conjugate Vaccine Chatbot as a Complementary Capacity-Building Tool for
Amanjot Kaur1, Arindam Ray2, Amrita Kumari2
1John Snow India Private Limited, New Delhi, India.
JMIR Formative Research
|June 30, 2026
Summary
A WhatsApp chatbot for pneumococcal conjugate vaccine (PCV) information was developed for frontline health workers in India. It proved valuable for on-demand knowledge, despite some technical challenges.
Area of Science:
- Public Health
- Digital Health
- Vaccine Implementation Science
Background:
- Pneumonia is a leading cause of mortality in young children globally, with India facing a high burden.
- Introduction of pneumococcal conjugate vaccine (PCV) in India requires innovative support for frontline health workers (FLHWs).
- A WhatsApp-based PCV chatbot was developed as a supplementary tool for FLHWs, especially in remote areas.
Purpose of the Study:
- To document opportunities, challenges, and mitigation strategies during the PCV chatbot's development and rollout.
- To explore the chatbot's utility and user experience for capacity building and support during new vaccine introduction.
Main Methods:
- Qualitative study across 4 Indian states: Arunachal Pradesh, Delhi, Karnataka, and West Bengal.
- Purposive sampling at district and block levels.
- Key informant interviews with immunization officials and developers; focus group discussions with auxiliary nurse midwives; Likert scale for user satisfaction.
Main Results:
- Chatbot appreciated for accessibility, WhatsApp familiarity, and multilingual support.
- Auxiliary nurse midwives found it easy to use, with highly rated responses for completeness and usefulness.
- Enabled immediate information access, saving time and bridging training gaps, particularly in hard-to-reach areas.
Conclusions:
- The PCV chatbot showed acceptability and value as an on-demand knowledge tool for FLHWs.
- Continuous user-driven refinement, expanded content, and enhanced usability are crucial for scalability.
- Essential for sustained use in vaccine introduction and capacity-building initiatives.
Keywords:
Indiachatbotdigital healthfrontline health workersimmunizationpneumococcal conjugate vaccineMore Related Videos
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