Development of a Chatbot for Pregnant Women on a Posyandu Application in Indonesia: From Qualitative Approach to Decision Tree Method

Abstract

With the widespread application of digital healthcare, mobile health (mHealth) services are also developing in maternal and child health, primarily through community-based services, such as Posyandu in Indonesia. Patients need media for consultation and decision-making, while health workers are constrained in responding quickly. This study aimed to obtain information from pregnant women and midwives in developing a decision tree model as material for building a semi-automated chatbot. Using an exploratory qualitative approach, semi-structured interviews were conducted through focus group discussions (FGD) with pregnant women (n = 10) and midwives (n = 12) in March 2022. The results showed 38 codes, 15 categories, and 7 subthemes that generated 3 major themes: maternal health education, information on maternal health services, and health monitoring. The decision tree method was applied from these themes based on the needs of users, evidence, and expert sources to ensure quality. In summary, the need to use a semi-automated chatbot can be applied to education about maternal health and monitoring, where severe cases should be provided with non-automated communication with midwives. Applying the decision tree method ensured quality content, supported a clinical decision, and assisted in early detection. Furthermore, future research needs to measure user evaluation.

Are Chatbots the Key to Success in Customer Service for Logistics Companies? A Statistical Study of 10 of the Most Important Companies in South America

“…Previous research has examined the effectiveness of chatbots in customer service across a variety of industries, including retail (Jones and Comfort, 2022;Rese et al, 2020;Tran et al, 2021;Kwangsawad and Jattamart, 2022;Jiang et al, 2022;Tan and Liew, 2022;Fan et al, 2023), healthcare (Mierzwa et al, 2019;Bates, 2019;Vaidyam et al, 2019;Abd-Alrazaq et al, 2020;Almalki and Azeez, 2020;Calvaresi et al, 2021;Rathnayaka et al, 2022;Puspitasari et al, 2022), tourism (Pillai and Sivathanu, 2020;Ivanov, 2020;Zhang et al, 2020;Rafiq et al, 2022;Pereira et al, 2022;Jones and Comfort, 2022) and finance (Adhim and Mulyono, 2023;Hwang and Kim, 2021;OECD, 2021;Alt et al, 2021;Nguyen et al, 2021;Jang et al, 2021;Lappeman et al, 2022). Ho and Chow (2023) measures the effectiveness of AI-Enabled chatbots in Customer Service using AnyLogic Simulation, through scenario analysis provides managerial implications for the average time in the system, response rate, satisfaction level, and cost savings, helping the companies to understand the impact of adopting AI-enabled chatbots in their customer service.…”

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“…Investigaciones anteriores han examinado la eficacia de los chatbots en atención al consumidor en diversas de industrias, incluyendo el comercio minorista (Tran et al, 2021;Tan y Liew 2022;Fan et al, 2023), asistencia sanitaria (Abd-Alrazaq et al, 2020;Calvaresi et al, 2021, Rathnayaka et al, 2022Puspitasari et al, 2022), turismo (Ivanov 2020;Zhang et al, 2022;Rafiq et al, 2022; y finanzas (OCDE, 2021;Nguyen et al, 2021;Lappeman et al, 2022;Ho y Chow, 2023;Sung et al, 2022). Chen y Florence (2021), midieron la eficacia de los asistentes virtuales habilitados con IA en el servicio al consumidor utilizando AnyLogic Simulation a través del análisis de escenarios, proporcionando implicaciones gerenciales para el tiempo promedio en el sistema, la tasa de respuesta, el nivel de satisfacción y el ahorro de costos.…”

Implementation Triple Elimination Screening to Midwifes Knowledge About Risk Factors, Modes of Transmission and Impact of HIV, Syphilis, and Hepatitis B Type

“…Knowledge affects the Triple Elimination examination. Knowledge about early detection of risk factors for Triple Elimination is needed by midwives in implementing Triple Elimination in pregnant women who visit health services (Puspitasari et al, 2022). Knowledge is obtained by respondents during midwife education (Notoatmodjo, 2010).…”