Análisis de desempeño operacional de Webbots en el diagnóstico médico

Abstract

The digitalization of services, it has increased since the COVID-19 pandemic, this makes webbots or chatbots widely accepted or useful in the health sector. The general objective is to analyze the use of intelligent agents to understand the impact of these technologies in medical diagnosis through a systematic review of the literature. Systematic review of the literature was used to find out advantages, disadvantages, benefits and challenges of chatbots, and a user survey was used to evaluate the operational performance or usability of a chatbot. We conclude that chatbots can play a vital role in the control and monitoring of health or medical diagnosis thanks to their multiple advantages and benefits; our results show a positive effect on the acceptance, operational performance or usability of chatbots; the text and audio used by chatbots are good elements for communication with patients; desktop and mobile technological resources should be used to reach people further away and without economic resources, and chatbots would be strategic allies in the health sector.