Using Virtual Assistants and Chatbots for Crisis Communication

Abstract

Purpose: To study the role of bots and the main virtual assistants as communication tools and support for citizenship. The goal is to observe if this type of technology achieves the designed objectives, if it is useful for the users and to know how they have contributed to the communication crisis strategies of the government and other institutions in the context of the Covid-19 pandemic. Design / Methodology / Approach: The current study therefore pursued a mixed method: a qualitative fieldwork whit a quantitative assessment by adding an additional measurement from user’s interest. In order to achieve the objectives, the research has a comparative analysis that contrasts the data collected in surveys, interviews with experts and in the fieldwork done on the selected platforms, which have been analyzed from seven different dimensions: predetermined questions, initial greeting, privacy policies, languages, data on the health center, health recommendations and a diagnosis option. Results: The result of this work shows that 30% of the analyzed sample uses bots, and that those who have used this type of assistants during the health crisis have done so mainly for informational purposes, being the months of April and October the ones that have reflected the greatest activity in this regard; while 38.3% claim to use virtual assistants, Google is the virtual assistant most used in Spain. Limitations / Implications:The study is focused on the Spanish environment in specific time during health crisis. Originality / Contribution: Chatbots and virtual assistants are considered as a communication channel that can help to strengthen sanitary measures.