Complementary role of conversational agents in e-health services

In recent years, business environments are undergoing disruptive changes across sectors [1]. Globalization and technological advances, such as artificial intelligence and the internet of things, have completely redesigned business activities, bringing to light an ever-increasing interest and attention towards the customer [2], especially in healthcare sector. In this context, researchers is paying more and more attention to the introduction of new technologies capable of meeting the patients’ needs [3, 4] and the Covid-19 pandemic has contributed and still contributes to accelerate this phenomenon [5]. Therefore, emerging technologies (i.e., AI-enabled solutions, service robots, conversational agents) are proving to be effective partners in improving medical care and quality of life [6]. Conversational agents, often identified in other ways as “chatbots”, are AI-enabled service robots based on the use of text [7] and capable of interpreting natural language and ensuring automation of responses by emulating human behavior [8, 9, 10]. Their introduction is linked to help institutions and doctors in the management of their patients [11, 12], at the same time maintaining the negligible incremental costs thanks to their virtual aspect [13–14]. However, while the utilization of these tools has significantly increased during the pandemic [15, 16, 17], it is unclear what benefits they bring to service delivery. In order to identify their contributions, there is a need to find out which activities can be supported by conversational agents.This paper takes a grounded approach [18] to achieve contextual understanding design and to effectively interpret the context and meanings related to conversational agents in healthcare interactions. The study context concerns six chatbots adopted in the healthcare sector through semi-structured interviews conducted in the health ecosystem. Secondary data relating to these tools under consideration are also used to complete the picture on them. Observation, interviewing and archival documents [19] could be used in qualitative research to make comparisons and obtain enriched results due to the opportunity to bridge the weaknesses of one source by compensating it with the strengths of others. Conversational agents automate customer interactions with smart meaningful interactions powered by Artificial Intelligence, making support, information provision and contextual understanding scalable. They help doctors to conduct the conversations that matter with their patients. In this context, conversational agents play a critical role in making relevant healthcare information accessible to the right stakeholders at the right time, defining an ever-present accessible solution for patients’ needs. In summary, conversational agents cannot replace the role of doctors but help them to manage patients. By conveying constant presence and fast information, they help doctors to build close relationships and trust with patients.