AI Medical Chatbot for Online Diagnosis and Communication in the Era of the Contactless: Intuitive Trends Analysis and Service Quality Shift

COVID-19 pandemic has resulted in the increased number of patients and contactless consultations in the hospital, consequently leading to the reduced consultation time of physicians and the limited amount of information delivered regarding on diagnosis, consultation, and precautions. Communication problem between physicians and patients might lead to such phenomena as incorrectly recognized information by patients, drug misuse and side effects, and undelivered precautions, which, in turn, degrade the medical quality. In this study, we use an intuitive trend analysis to analyze trends in AI medical chatbot service quality in practice, in terms of functionality and operational process. Additionally, we discuss shifts in dimensions in service quality of AI medical chatbot aligned with dimensions found in SERVQUAL. The observations of this study reveal that there has been an increase in reliability and empathy. Dimensions. This study will contribute to the AI medical Chabot service quality improvement in both theoretical and practical perspectives.