Healthdirect Australia launches chatbot pilot

Health consumers can now use Facebook Instant Messenger to make more informed decisions about their health, thanks to a new pilot program launched by Healthdirect Australia.

The healthdirect Chatbot replicates the healthdirect Symptom Checker in Facebook's Instant Messenger platform, allowing people to engage in an interactive, text-based conversation to help them understand their symptoms and get advice about what they should do next.

A chatbot is a software program which connects people and computer systems through a conversational interface. Chatbots are ideal for dealing with simple queries – such as finding the nearest pharmacy or making a doctor’s appointment. They are widely used in everything from finance queries to complaints handling, and are starting to be deployed in the health sector.

Research undertaken by Healthdirect Australia showed that many people prefer to use text-based messaging services (such as Facebook Instant messenger, WhatsApp and WeChat) over having a telephone conversation or using a website.

The chatbot forms part of Healthdirect Australia’s innovation strategy to improve access to health services and information through a range of different channels, such as social media. It also represents a significant technical innovation, by linking a chatbot to the clinically-validated decision management system which also powers the healthdirect Symptom Checker.

The pilot will initially allow people to check symptoms associated with fever and urinary problems, and will shortly extend to include colds and flu, bites and stings, rashes and skin problems.

The healthdirect Chatbot can be accessed on the Healthdirect Australia Facebook page or directly in Facebook Instant Messenger.