Development of an intelligent hospital information chatbot and evaluation of its system usability

被引：2

作者：

Chen, Tai-Liang ^{[1
]}

Kuo, Chao-Hung ^{[2
]}

Chen, Chun-Hung ^{[3
]}

Chen, Hsiu-Shan ^{[4
]}

Liu, Yi-Hui ^{[5
]}

机构：

[1] Wenzao Ursuline Univ Languages, Dept Digital Content Applicat & Management, Kaohsiung, Taiwan

[2] Kaohsiung Med Univ, Sch Med, Kaohsiung, Taiwan

[3] Kaohsiung Med Univ Hosp, Dept Neurol, Kaohsiung, Taiwan

[4] Kaohsiung Municipal Siaogang Hosp, Kaohsiung, Taiwan

[5] Natl Taichung Univ Sci & Technol, Dept Senior Citizen Serv Management, 193,Sect 1,Sanmin Rd, Taichung 403027, Taiwan

来源：

ENTERPRISE INFORMATION SYSTEMS | 2025年 / 19卷 / 3-4期

关键词：

Chatbot; hospital information system; medical information; AI applications;

D O I：

10.1080/17517575.2025.2464746

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

Kaohsiung Municipal Xiaogang Hospital (KMSH) has launched an intelligent LINE-based chatbot to enhance its information services, reflecting the growing trend of AI-driven medical information dissemination. Integrating existing hospital resources, the chatbot offers eight key services, including registration, appointment updates, department recommendations, medical information, transportation details, translation, a monthly handbook, and general inquiries. Designed for both conversational and image-button queries, it prioritizes user accessibility. A usability study with 94 users across four categories yielded a "Good" System Usability Scale (SUS) score of 78.64. Specifically, accompanying personnel, patients, and staff rated the chatbot "Excellent," demonstrating its effectiveness in meeting their information needs.

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