AI-enabled chatbots healthcare systems: an ethical perspective on trust and reliability

Abstract

PurposeThe primary objective of this study is to investigate the ethical implications of deploying AI-enabled chatbots in the healthcare sector. In addition, the research underscores trust and reliability as critical factors in addressing the ethical challenges associated with these chatbots.Design/methodology/approachThis study takes a qualitative approach, conducting 13 semi-structured interviews with a diverse range of participants, including patients, healthcare professionals, academic researchers, ethicists, and legal experts. This broad spectrum of perspectives ensures a comprehensive understanding of the ethical implications of AI-enabled chatbots in healthcare. The rich exploratory data gathered from these interviews is then analysed using thematic analysis.FindingsThe findings of this study are highly significant in the context of AI-enabled healthcare chatbots. They highlight four major themes: developing trust, ensuring reliability, ethical considerations, and potential ethical implications. The interconnectedness of these themes forms a coherent narrative, highlighting the pivotal role of trust and reliability in mitigating ethical issues.Originality/valueThis study contributes to the existing literature on AI-enabled healthcare chatbots. It not only reveals potential ethical concerns associated with these technologies, such as data security, patient privacy, bias, and accountability, but it also places a significant emphasis on trust and reliability as critical elements that can boost user confidence and engagement in using AI-enabled chatbots for healthcare advice.