Denecke, Kerstin (2023). Towards Safe Conversational Agents in Healthcare In: Hägglund, M.; Blusi, M.; Bonacina, S.; Nilsson, L.; Cort Madsen, I.; Pelayo, S.; Moen, A.; Benis, A.; Lindsköld, L.; Gallos, P. (eds.) Caring is Sharing – Exploiting the Value in Data for Health and Innovation. Studies in Health Technology and Informatics: Vol. 302 (pp. 157-161). IOS Press 10.3233/SHTI230094
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Conversational agents (CA) are becoming very popular to deliver digital health interventions. These dialog-based systems are interacting with patients using natural language which might lead to misunderstandings and misinterpretations. To avoid patient harm, safety of health CA has to be ensured. This paper raises awareness on safety when developing and distributing health CA. For this purpose, we identify and describe facets of safety and make recommendations for ensuring safety in health CA. We distinguish three facets of safety: 1) system safety, 2) patient safety, and 3) perceived safety. System safety comprises data security and privacy which has to be considered when selecting technologies and developing the health CA. Patient safety is related to risk monitoring and risk management, to adverse events and content accuracy. Perceived safety concerns a user's perception of the level of danger and user's level of comfort during the use. The latter can be supported when data security is guaranteed and relevant information on the system and its capabilities are provided.
Item Type: |
Book Section (Book Chapter) |
|---|---|
Division/Institute: |
School of Engineering and Computer Science > Institute for Patient-centered Digital Health School of Engineering and Computer Science |
Name: |
Denecke, Kerstin 0000-0001-6691-396X; Hägglund, M.; Blusi, M.; Bonacina, S.; Nilsson, L.; Cort Madsen, I.; Pelayo, S.; Moen, A.; Benis, A.; Lindsköld, L. and Gallos, P. |
Subjects: |
Q Science > Q Science (General) |
ISBN: |
9781643683881 |
Series: |
Studies in Health Technology and Informatics |
Publisher: |
IOS Press |
Language: |
English |
Submitter: |
Kerstin Denecke |
Date Deposited: |
24 May 2023 10:15 |
Last Modified: |
25 Oct 2023 13:39 |
Publisher DOI: |
10.3233/SHTI230094 |
Uncontrolled Keywords: |
Conversational agent Chatbot Safety Risk management Adverse events |
ARBOR DOI: |
10.24451/arbor.19234 |
URI: |
https://arbor.bfh.ch/id/eprint/19234 |
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