In the ever-evolving landscape of healthcare technology, the use of artificial intelligence (AI) chatbots has emerged as a promising tool for enhancing patient care and streamlining medical services. A recent multinational cross-sectional study conducted by Abdelwahed, Abd El-Nasser, Heih, and colleagues sheds light on public attitudes and practices toward AI chatbots in healthcare assistance. The findings, set to be published in BMC Health Services Research in 2025, reveal not only the preferences of individuals across various cultural backgrounds but also highlight the potential barriers and incentives related to the adoption of these AI-driven platforms.
As the integration of technology into healthcare becomes increasingly prevalent, understanding public perception of AI chatbots is crucial. This study surveyed a diverse population from multiple countries, ensuring that the results reflect a global perspective on this emerging technology’s role in patient care. Resulting insights offered by this research could inform healthcare providers and policymakers about necessary steps to successfully implement AI solutions in clinical settings.
One significant finding from the study is the level of trust the public places in AI chatbots for healthcare-related inquiries. Trust is a critical factor in the adoption of any technology, particularly in healthcare, where privacy and accuracy are paramount. Many respondents expressed confidence in chatbots’ ability to provide reliable information, stemming from their experiences with online resources that often serve as preliminary touchpoints for seeking medical advice. This indicates that, while many are open to AI integration, concerns about the reliability of such technology must be addressed.
Additionally, the study revealed varying degrees of enthusiasm for the use of chatbots across different demographics. Younger individuals showed a higher willingness to engage with AI tools, influenced by their familiarity with technology in everyday life. In contrast, older generations exhibited skepticism, often related to fears about data security and a lack of understanding regarding how these systems operate. This generational divide poses challenges for the healthcare industry, which must find ways to bridge the gap and encourage wider acceptance of AI chatbots among all age groups.
Another crucial aspect highlighted in the research pertains to the types of healthcare services that respondents desired from AI chatbots. Many preferred chatbots for administrative tasks, such as scheduling appointments and accessing medical records, suggesting that there is a strong interest in using AI for background processes that enhance overall efficiency. This preference underscores a significant opportunity for healthcare providers to develop AI-driven solutions that streamline operations while allowing human professionals to focus on aspects of care requiring personal interaction and empathy.
Despite the positive attitudes observed, challenges persist when it comes to implementing AI chatbots effectively. The survey indicated substantial concerns about the confidentiality of personal health information when interacting with AI. Respondents expressed wariness about how their data would be used and who would have access to it. Addressing these privacy concerns must be a priority for developers and healthcare institutions if they aim to cultivate trust and encourage adoption among potential users.
The study also highlighted the role of customization in the effectiveness of AI chatbots. Respondents indicated a preference for chatbots that could adapt to their individual needs and preferences, requesting personalized interactions rather than one-size-fits-all responses. This could entail using natural language processing to understand emotional cues or specific medical histories, allowing chatbots to respond more accurately and empathetically to users’ concerns.
In addition to addressing individual user preferences, the research indicated that successful implementation of AI chatbots would require significant public education about their capabilities and limitations. Many respondents were unfamiliar with how chatbots function and their potential benefits. Health organizations must invest in outreach and educational programs to inform the public about how AI can assist in their healthcare journeys, reducing anxiety and fostering a greater understanding of the technology.
The geographic diversity of the study sample revealed that cultural attitudes toward technology heavily influence the acceptance of AI chatbots. Responses differed markedly between nations, underscoring the need for region-specific strategies when rolling out these technologies. For example, in countries with a strong emphasis on technological innovation, acceptance levels were noticeably higher compared to regions with less familiarity with AI. Notably, this discrepancy raises questions about the role of healthcare professionals across different cultures in facilitating the integration of AI chatbots.
Several ethical considerations also emerged in the findings, such as the potential for AI to inadvertently reinforce existing biases. Within the healthcare ecosystem, it is essential to ensure that algorithms driving chatbots are trained on diverse datasets to avoid perpetuating inequalities. Misalignment between the training data and patient demographics could lead to discrepancies in the quality of care provided based on socio-economic status or racial background, further complicating the landscape of healthcare delivery.
Moreover, as AI continues to transform healthcare services, policymakers must engage in a dialog about the regulation of these technologies. The study suggests that oversight will be necessary to monitor the deployment of AI chatbots and protect patients from harmful practices that may arise from poor design or implementation. Establishing regulatory frameworks could help ensure that ethical standards are upheld and that users are safeguarded in their interactions with AI systems.
Looking ahead, the future of AI chatbots in healthcare depends on collaborative efforts among technology developers, healthcare providers, and patients. A transparent and cooperative approach will be key in refining AI solutions to better meet the needs of users. This collaboration can facilitate the development of AI chatbots that not only assist with medical inquiries but also provide reassurance and support during potentially stressful healthcare interactions.
The results of this multinational cross-sectional study bolster the notion that AI chatbots could significantly impact healthcare delivery, though challenges remain. Public awareness, privacy, ethical considerations, and cultural attitudes all play pivotal roles in determining the success of these technologies. As stakeholders work to navigate this landscape, prudent strategies and frameworks will be essential in harnessing the potential of AI in healthcare while ensuring patient trust and safety.
Ultimately, the findings presented in this study by Abdelwahed and colleagues invite further research into the ongoing evolution of AI in healthcare. As technological advancements continue to shape how patients interact with medical systems, understanding public sentiment is crucial for developing initiatives that align with the expectations and concerns of both patients and providers. The road ahead for AI chatbots in healthcare is filled with potential, and effective engagement with public attitudes will play a significant role in determining their success in improving healthcare outcomes.
Subject of Research: Public attitudes and practices toward AI chatbots in healthcare assistance
Article Title: Public attitudes and practices toward using AI chatbots for healthcare assistance: a multinational cross-sectional study
Article References:
Abdelwahed, A., Abd El-Nasser, M., Heih, O. et al. Public attitudes and practices toward using AI chatbots for healthcare assistance: a multinational cross-sectional study.
BMC Health Serv Res (2025). https://doi.org/10.1186/s12913-025-13832-0
Image Credits: AI Generated
DOI: 10.1186/s12913-025-13832-0
Keywords: AI chatbots, healthcare, public attitudes, trust, patient care, technology adoption, privacy concerns, ethical considerations
