Clinical-chatbot AHP evaluation based on “quality in use” of ISO/IEC 25010

Barletta, Vita Santa; Caivano, Danilo; Colizzi, Lucio; Dimauro, Giovanni; Piattini, Mario

doi:10.1016/j.ijmedinf.2022.104951

Cited by 15 publications

(7 citation statements)

References 29 publications

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“…While user satisfaction is a common metric used to evaluate chatbots, these other categories are also important. Quality is another pivotal metric given the paramount importance of adhering to quality standards such as ISO/IEC 25010 in the healthcare domain [ 48 ]. This will be a challenging undertaking, but the guidelines provided by Maroengsit et al [ 1 ] will be used to select appropriate evaluation methods for assessing GECA .…”

Section: Discussionmentioning

confidence: 99%

Empowering Preventive Care with GECA Chatbot

Maia,

Vieira,

Praça

2023

Healthcare

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Chatbots have become increasingly popular in the healthcare industry. In the area of preventive care, chatbots can provide personalized and timely solutions that aid individuals in maintaining their well-being and forestalling the development of chronic conditions. This paper presents GECA, a chatbot designed specifically for preventive care, that offers information, advice, and monitoring to patients who are undergoing home treatment, providing a cost-effective, personalized, and engaging solution. Moreover, its adaptable architecture enables extension to other diseases and conditions seamlessly. The chatbot’s bilingual capabilities enhance accessibility for a wider range of users, including those with reading or writing difficulties, thereby improving the overall user experience. GECA’s ability to connect with external resources offers a higher degree of personalization, which is a crucial aspect in engaging users effectively. The integration of standards and security protocols in these connections allows patient privacy, security and smooth adaptation to emerging healthcare information sources. GECA has demonstrated a remarkable level of accuracy and precision in its interactions with the diverse features, boasting an impressive 97% success rate in delivering accurate responses. Presently, preparations are underway for a pilot project at a Portuguese hospital that will conduct exhaustive testing and evaluate GECA, encompassing aspects such as its effectiveness, efficiency, quality, goal achievability, and user satisfaction.

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Section: Discussionmentioning

confidence: 99%

Empowering Preventive Care with GECA Chatbot

Maia,

Vieira,

Praça

2023

Healthcare

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“…Quality control and ethical oversight. Human oversight also plays a crucial role in maintaining quality control, ensuring that the chatbot's responses meet ethical standards and do not inadvertently cause offense or harm [145]. This aspect is particularly vital in sensitive areas such as healthcare, finance, or legal advice, where inaccurate information or inappropriate language can have serious consequences [146].…”

Section: Integrating Human Oversightmentioning

confidence: 99%

Error Correction and Adaptation in Conversational AI: A Review of Techniques and Applications in Chatbots

Izadi,

Forouzanfar

2024

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This study explores the progress of chatbot technology, focusing on the aspect of error correction to enhance these smart conversational tools. Chatbots, powered by artificial intelligence (AI), are increasingly prevalent across industries such as customer service, healthcare, e-commerce, and education. Despite their use and increasing complexity, chatbots are prone to errors like misunderstandings, inappropriate responses, and factual inaccuracies. These issues can have an impact on user satisfaction and trust. This research provides an overview of chatbots, conducts an analysis of errors they encounter, and examines different approaches to rectifying these errors. These approaches include using data-driven feedback loops, involving humans in the learning process, and adjusting through learning methods like reinforcement learning, supervised learning, unsupervised learning, semi-supervised learning, and meta-learning. Through real life examples and case studies in different fields, we explore how these strategies are implemented. Looking ahead, we explore the different challenges faced by AI-powered chatbots, including ethical considerations and biases during implementation. Furthermore, we explore the transformative potential of new technological advancements, such as explainable AI models, autonomous content generation algorithms (e.g., generative adversarial networks), and quantum computing to enhance chatbot training. Our research provides information for developers and researchers looking to improve chatbot capabilities, which can be applied in service and support industries to effectively address user requirements.

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“…After professionals interacted with the platform, the digital environment was validated by completing the questionnaire that had the ICF as its initial content, and contained statements referring to ISO/IEC 25010 12 standard characteristics and sub-characteristics, adapted from Sperandio (2008) 13 and Oliveira (2015) 14 . This same standard was used in other studies to guide the software development, validity and/or assessment in health-related applications [15][16][17][18][19][20] .…”

Section: /16mentioning

confidence: 99%

Digital Platform for Management of Special Immunobiologicals in Primary Health Care

Braga,

Parada

2023

Texto contexto - enferm.

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Objective: to develop and validate a digital platform for managing special immunobiologicals in Primary Health Care. Method: this is a methodological study, carried out in Campinas/SP, Brazil. The platform development took place between July and December 2021. Between April and October 2022, simulation and validity were carried out by professionals, applying an instrument containing statements referring to the ISO/IEC 25010 standard characteristics and sub-characteristics, judged as in agreement, disagreement or does not apply. Values of characteristics and subcharacteristics were estimated, considering the minimum value of 70% of positive answers to be adequate. Characteristics and subcharacteristics that did not reach the minimum value had their justifications categorized according to changes made. Results: the platform was called ConectAPS-CRIE. Login, Home Dashboard, Users, Units, Immunobiological, Patients, Requests, Reports and Help areas were developed. When validated by nurses, the Accessibility (66.7%) and Protection Against Error (66.7%) subcharacteristics were considered inadequate. Information technology professionals considered the Reliability characteristic (52.8%) and the Functional correctness (69.2%), Accessibility (37.5%), Error protection (40%), Integrity (59.1%) and Non-repudiation (66.7%) sub-characteristics to be inadequate. The categories of justifications reported and changed were: disappearance of patients’ record when changing it; access to the system using only a password; lack of accessibility characteristics; lack of validity of personal data; exclusion of patients with a registered request; inclusion of a request without patient registration; layout and text message adjustment in the Attach File function; request disconnected from the requesting user’s unit. Conclusion: the platform can facilitate the management of requests for special immunobiologicals in Primary Care and its validity has allowed it to be improved.

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Clinical-chatbot AHP evaluation based on “quality in use” of ISO/IEC 25010

Cited by 15 publications

References 29 publications

Empowering Preventive Care with GECA Chatbot

Empowering Preventive Care with GECA Chatbot

Error Correction and Adaptation in Conversational AI: A Review of Techniques and Applications in Chatbots

Digital Platform for Management of Special Immunobiologicals in Primary Health Care

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