K Mohamed Jasim, A Malathi, Seema Bhardwaj, Eugene Cheng-Xi Aw
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A systematic review of AI-based chatbot usages in healthcare services.
Purpose: This systematic literature review aims to provide a comprehensive and structured synthesis of the existing knowledge about chatbots in healthcare from both a theoretical and methodological perspective.
Design/methodology/approach: To this end, a systematic literature review was conducted with 89 articles selected through a SPAR-4-SLR systematic procedure. The document for this systematic review was collected from Scopus database. The VoSviewer software facilitates the analysis of keyword co-occurrence to form the fundamental structure of the subject field.
Findings: In addition, this study proposes a future research agenda revolving around three main themes such as (1) telemedicine, (2) mental health and (3) medical information.
Originality/value: This study underscores the significance, implications and predictors of chatbot usage in healthcare services. It is concluded that adopting the proposed future direction and further research on chatbots in healthcare will help to refine chatbot systems to better meet the needs of patients.
期刊介绍：
■International health and international organizations ■Organisational behaviour, governance, management and leadership ■The inter-relationship of health and public sector services ■Theories and practices of management and leadership in health and related organizations ■Emotion in health care organizations ■Management education and training ■Industrial relations and human resource theory and management. As the demands on the health care industry both polarize and intensify, effective management of financial and human resources, the restructuring of organizations and the handling of market forces are increasingly important areas for the industry to address.
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