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

Abstract

Purpose

The 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/approach

This 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.

Findings

The 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/value

This 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.

Citation

Basharat, I. and Shahid, S. (2024), "AI-enabled chatbots healthcare systems: an ethical perspective on trust and reliability", Journal of Health Organization and Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JHOM-10-2023-0302