Chatbot Framework for Emergency Medical Care Flow: Case Study

Abstract

This study aims to explore the use of chatbots in optimizing the flow of medical emergency care, focusing on a case study carried out in Minas Gerais, Brazil, in a medical emergency hospital. The methodology involved observational research to identify needs arising from the high flow of patients and long waiting times. Subsequently, a chatbot framework was developed for potential implementation in hospital services. This framework was developed after a comprehensive literature review and analysis of existing chatbot systems in similar contexts. It integrates essential criteria to effectively manage the flow of emergency medical care, addressing identified challenges. The results highlight the potential of chatbots to optimize emergency medical services and reduce patient waiting times. Overall, this research provides knowledge into developing chatbot frameworks tailored to the specific needs of emergency medical care environments.

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