Chatbot as a telehealth intervention strategy in the COVID-19 pandemic: lessons learned from an action research approach

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dc.creatorBruno Azevedo Chagas
dc.creatorAntonio L. Ribeiro
dc.creatorKícila Ferreguetti
dc.creatorThiago C. Ferreira
dc.creatorMilena S. Marcolino
dc.creatorLeonardo B. Ribeiro
dc.creatorAdriana Silvina Pagano
dc.creatorZilma S. N. Reis
dc.creatorRaquel O. Prates
dc.creatorWagner Meira Jr.
dc.date.accessioned2023-06-05T23:05:25Z
dc.date.accessioned2025-09-09T00:37:03Z
dc.date.available2023-06-05T23:05:25Z
dc.date.issued2021-12-13
dc.format.mimetypepdf
dc.identifier.doihttps://doi.org/10.19153/cleiej.24.3.6
dc.identifier.issn0717-5000
dc.identifier.urihttps://hdl.handle.net/1843/54564
dc.languageeng
dc.publisherUniversidade Federal de Minas Gerais
dc.relation.ispartofCLEI Electronic Journal
dc.rightsAcesso Aberto
dc.subjectCiência da Computação
dc.subjectSaúde Coletiva
dc.subject.otherChatbot
dc.subject.otherTelehealth
dc.subject.otherCOVID pandemic
dc.subject.otherAction Research
dc.titleChatbot as a telehealth intervention strategy in the COVID-19 pandemic: lessons learned from an action research approach
dc.typeArtigo de periódico
local.citation.epage17
local.citation.issue3
local.citation.spage1
local.citation.volume24
local.description.resumoThe COVID-19 pandemic and the need for social distancing have created a demand for new and innovative solutions in healthcare systems worldwide. One of the strategies that have been implemented are chatbots, which can be helpful in providing reliable health information and preventing people from seeking assistance in healthcare centers and being unnecessarily exposed to the virus. In this context, although a high number of chatbots have been implemented worldwide, little has been discussed about the process and challenges in developing and implementing this technology. This paper reports on an action research, which designed a novel chatbot as a prompt response to the COVID-19 pandemic. The chatbot is intended to be a first layer of interaction with the public, performing triage of patients and providing information about COVID-19 on a large scale and without human contact. Our contribution is twofold: (i) we reflected on the development process and discussed lessons learned and recommendations to support a multidisciplinary development and evolution process of the chatbot; and (ii) we identified some interactive and technological features that can be used as a reference framework for this kind of technology. These contributions can be useful to other researchers and multidisciplinary teams facing similar challenges.
local.identifier.orcidhttps://orcid.org/0000-0002-8571-3135
local.identifier.orcidhttps://orcid.org/0000-0002-0364-3584
local.identifier.orcidhttps://orcid.org/0000-0002-1919-0073
local.identifier.orcidhttps://orcid.org/0000-0003-4278-3771
local.identifier.orcidhttps://orcid.org/0000-0001-9035-0722
local.identifier.orcidhttps://orcid.org/0000-0002-3150-3503
local.identifier.orcidhttps://orcid.org/0000-0001-6374-9295
local.identifier.orcidhttps://orcid.org/0000-0002-7128-4974
local.identifier.orcidhttps://orcid.org/0000-0002-2614-2723
local.publisher.countryBrasil
local.publisher.departmentFALE - FACULDADE DE LETRAS
local.publisher.departmentICX - DEPARTAMENTO DE ESTATÍSTICA
local.publisher.departmentMED - DEPARTAMENTO DE CLÍNICA MÉDICA
local.publisher.departmentMED - DEPARTAMENTO DE GINECOLOGIA OBSTETRÍCIA
local.publisher.initialsUFMG

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