According to the study, out of the 195 questions and responses, the evaluators chose chatbot responses over physician responses in 78.6% of the 585 evaluations.
The study found that the chatbot's responses were typically longer, higher in quality and more empathetic than those from the physicians.
Specifically, the study found that the physician responses were 41% less empathetic than those of the chatbot.
The study's results suggest that an AI chatbot may be useful in assisting physicians in drafting responses to patients' questions.
This solution would benefit both healthcare professionals and patients. Professionals would save time generating longer, high-quality responses while patients would receive better responses to put their concerns at ease.