ECIS 2020 Research Papers


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The implementation of chatbots in healthcare offers high potentials for patients and physicians. Among others, chatbots reduce physicians’ administrative workload and weaken the worse consequences coming along with the lack of physicians. However, to implement chatbots in healthcare successfully, we need to respect special characteristics of the domain, such that the shared data is highly sensitive and that an incorrect or incomplete chatbot answer can have far-reaching negative consequences for health and life. To examine this field of research and its specific characteristics, we perform a qualitative study with 23 physicians from different fields having experience with automation in the healthcare sector. We identify seven application scenarios for chatbots from the physicians’ perspective and seven further application scenarios physicians assess as useful for patients. Nine of them enlarge and five of them validate the existing five application scenarios in literature. We contribute to research in the stream of chatbots by offering a combined perspective of physicians and patients. We also contribute by revealing specific domain characteristics from the physicians’ perspective, such as e.g. the liability question and privacy concerns. Based on that, we offer future research directions, in terms of next steps, but also potential negative sides of chatbot implementations.



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