A systematic review of AI-based chatbot usages in healthcare services

Article

Mohamed Jasim, K., Malathi, A., Bhardwaj, S. and Aw, E. 2025. A systematic review of AI-based chatbot usages in healthcare services. Journal of Health Organization and Management. 39 (6), pp. 877-899. https://doi.org/10.1108/jhom-12-2023-0376
TypeArticle
TitleA systematic review of AI-based chatbot usages in healthcare services
AuthorsMohamed Jasim, K., Malathi, A., Bhardwaj, S. and Aw, E.
Abstract

Purpose

This systematic literature review aims to provide a comprehensive and structured synthesis of the existing knowledge about chatbots in healthcare from both a theoretical and methodological perspective.

Design/methodology/approach

To this end, a systematic literature review was conducted with 89 articles selected through a SPAR-4-SLR systematic procedure. The document for this systematic review was collected from Scopus database. The VoSviewer software facilitates the analysis of keyword co-occurrence to form the fundamental structure of the subject field.

Findings

In addition, this study proposes a future research agenda revolving around three main themes such as (1) telemedicine, (2) mental health and (3) medical information.

Originality/value

This study underscores the significance, implications and predictors of chatbot usage in healthcare services. It is concluded that adopting the proposed future direction and further research on chatbots in healthcare will help to refine chatbot systems to better meet the needs of patients.

KeywordsMental health; Chatbots; Healthcare ; Systematic literature review ; Telemedicine
Sustainable Development Goals9 Industry, innovation and infrastructure
3 Good health and well-being
Middlesex University ThemeHealth & Wellbeing
PublisherEmerald Publishing Limited
JournalJournal of Health Organization and Management
ISSN1477-7266
Electronic1758-7247
Publication dates
Online28 Jan 2025
Print13 Oct 2025
Publication process dates
Submitted28 Jan 2024
Accepted17 Dec 2024
Deposited29 Sep 2026
Output statusPublished
Digital Object Identifier (DOI)https://doi.org/10.1108/jhom-12-2023-0376
PubMed ID39865955
Web of Science identifierWOS:001406766300001
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