dr Tomasz DRYL – Wydział Zarządzania, Uniwersytet Gdański, ul. Armii Krajowej 101, 81-824 Sopot, Polska; e-mail: tomasz.dryl@ug.edu.pl
Otrzymano/Received 4.06.2024. Przyjęto/Accepted 10.06.2024
Abstract
Purpose: The purpose of the article is to examine the impact of artificial intelligence (AI) technology on the quality of communication between medical facilities and patients via conversational chatbots. The article analyzes patients’ perceptions of AI chatbot communication, evaluates the accuracy and helpfulness of information provided by chatbots, and examines the impact of personalization of responses and ease of use of chatbots on overall patient satisfaction. In addition, the article provides recommendations for implementing AI in medical communication based on the results of empirical studies.
Design/methodology/approach: The study was conducted in 2023 using a diagnostic survey method. A survey technique was used, and the research tool was a questionnaire provided by the CAWI method. 483 respondents participated in the survey.
Findings/conclusions: The results of the survey showed that AI chatbots are a valuable tool in improving the quality of patient service in medical facilities. Their effectiveness depends on the accuracy of information, personalization of communication and ease of use. The implementation of AI chatbots requires addressing the challenges of natural language processing and the individual differences of users.
Research limitations: Limitations primarily relate to the possible lack of representativeness of all survey respondents.
Practical implications: Results indicate high quality communication, efficiency in responding, and a significant role for chatbots in improving patient experience.
Originality/value: The study adds new cognitive value by analyzing in detail patients’ perceptions of AI chatbot communication, evaluates the accuracy and helpfulness of information provided by chatbots, and examines the impact of personalization of responses and ease of use of chatbots on overall patient satisfaction.
Keywords
AI in healthcare, chatbots in patient communication, patient service quality