Development of an automated chatbot via LINE application for pediatric dental services: A case study of the dental center at Surin Hospital

Abstract

This study aims to develop an automated response system via the LINE application to improve accessibility to service information and reduce the time required to provide details on treatments, costs, and instructions for pediatric dental patients at the Dental Center of Surin Hospital. The system includes 20 pre-set question-answer pairs related to pediatric dental services. Testing with 37 participants showed a response rate of 54.51%, with the highest rate observed among dentists at 62.26%, compared to healthcare personnel and the laypeople. Overall, user satisfaction was moderate (3.38 ± 1.01). This suggests that the developed LINE-based automated response system effectively addresses inquiries on pediatric dental services. However, further improvements in the question sets are needed to align more closely with the search behaviors of all user groups, and additional testing with a larger sample size is recommended.

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