Chatbot como herramienta comunicativa durante la crisis sanitaria COVID-19 en España

  1. Bonales, Gema 1
  2. Pradilla, Nuria 1
  3. Martínez, Eva 1
  1. 1 Universidad Complutense de Madrid
    info

    Universidad Complutense de Madrid

    Madrid, España

    ROR 02p0gd045

Journal:
Revista ComHumanitas

ISSN: 1390-776X

Year of publication: 2020

Issue Title: La gestión comunicativa de la Covid-19

Volume: 11

Issue: 3

Pages: 1-22

Type: Article

DOI: 10.31207/RCH.V11I3.270 DIALNET GOOGLE SCHOLAR lock_openDialnet editor

More publications in: Revista ComHumanitas

Abstract

The spread of Covid-19 worldwide led to a collapse of the health networks in the vast majority of western countries. In this situation, the new information technologies acquired a relevant role, especially in communication management, thanks to their ubiquity, immediacy and coverage possibilities. The confinement established in Spain, as a consequence of the state of alarm decreed in March 2020, accelerated the adoption of various technological resources in the area of remote medical care. In this context, the conversational platforms have become one of the most used tools by institutions to alleviate the scarcity of resources in telephone and face-to-face attention when attending the first consultations made by patients suffering from symptoms, or by those who requested some other type of urgent information related to the disease. This demand for agility was be met by different companies that offered the development of bot services in a very short time. "Chatbots are a solution that allows to implement quickly a way of immediate response for users" (Aguilar et al., 2020). This article analyses the grade of reach that these online response platforms had -and are still having- in decongesting the health services in Spain and how their availability has been useful for the citizens. For this, a sample of the five main conversational platforms has been taken and, using a case study, their particular characteristics have been reviewed. In addition, the data obtained through a questionnaire made to users and a series of interviews with experts have been taken into account and studied. The result of this research shows that the level of use of specific health chatbots for Covid-19 currently reaches 30% of the analysed sample and that those who have used this type of assistants have done so mainly for informative purposes. The months of April and October reflected the most activity in this sense.

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Data source: Dialnet