earticle

영어

Background/Objectives: Automation is a trend currently, and chatbots are an excellent way for organizations to automate customer service duties. The medical profession has been put under immense strain during COVID-19 outbreaks as the number of patients increases rapidly, causing medical institutions and hospitals to be overcrowded. Users will find it challenging to schedule an appointment at a clinic, provide health advice, or update information due to this. Methods/Statistical analysis: A chatbot that supports users in advising, making appointments, and screening COVID-19 patients at clinics can be a valuable resource for both the user and the clinic in this situation. This paper developed a framework for developing a chatbot for clinics using a specific Frequent Answer Question (FAQ) dataset relating to COVID-19 and frequent diseases in Vietnam. In our study, the RASA framework was used with data collected from interviewing receptionists and website of clinics. Findings: Our chatbot can act as a counsellor, assisting patients with scheduling appointments, answering inquiries about symptoms of common illnesses, in particular, COVID-19 patient screening. In addition, we integrated our chatbot with Facebook Messenger and Zalo, two major social networking sites in Vietnam. Improvements/Applications: For specific implementation with each clinic, dataset enhancement and new services information update are necessary for broader applications.