Chatbot use for pre-triage procedures: a case study at a free-service university dental clinic

Abstract

Chatbots or conversational agents’ tools have become important means of communication, especially with the needs arising from COVID-19 and the increase in artificial intelligence solutions. This work presents a case study of the use of a chatbot, specifically the WhatsApp messaging application, to assist in the pre-triage sector of a university dental clinic. To this end, several chatbot solutions were compared and the DialogFlow tool was chosen, which employs Machine Learning techniques to create the chatbot. The Twillio cloud communication platform was used to make the connection with the social network. The PSSUQ usability questionnaire (15-people sample space), was used to assess the satisfaction of chatbot users, analyze its responsiveness and possible failures, as well as verify if the bot achieves its initial objective and analyze its behavior.

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