Effectiveness of conversational script optimization by intelligent consultation robots on daily work efficiency in vaccination clinics
Bibliographic Data
| ID | 22075014 |
|---|---|
| Authors | Bei Zhou (0000-0001-9639-2560, Community Health Center), Yan Xu (0000-0002-2441-8618), Xu Yan (0000-0001-5218-6693, Suzhou University of Science and Technology), Jirong Shi (Community Health Center), Yi Xiang (0000-0002-8969-7371), Xiang Yi (0000-0002-0255-2859, Ningbo Center for Disease Control and Prevention), D Chen (0000-0003-1060-1195, Community Health Center), Qingkui Yao (Community Health Center), Yinjun Hu, Hu Yinjun (Suzhou University of Science and Technology, corresponding author) |
| Year | 2025 |
| Volume | 13 |
| Pages | 1535270-1535270 |
| Publication date | 2025-06-09 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Frontiers in Public Health (JOURNAL) |
| Journal identifiers | ISSN: 2296-2565 • E-ISSN: 2296-2565 |
| Publisher | Frontiers Media SA (PUBLISHER • CH) |
| DOI | 10.3389/fpubh.2025.1535270 |
| PMID | 40552241 |
| OpenAlex | W4411131288 |
| Language | EN |
| References cited | 32 |
Introduction: Vaccines are essential for reducing infectious disease incidence, but challenges like public awareness and healthcare workloads persist. This study aimed to evaluate the impact of optimizing conversational scripts of an intelligent consultation robot on enhancing operational efficiency in vaccination clinics. Methods: A pilot project was conducted at the vaccination clinic of Minglou Street Community Health Service Center in Ningbo's Yinzhou District. The robot system, developed by Shensu Science and Technology, was implemented from January to May 2024 with four experimental phases. The study used a pre-post comparison framework to assess changes in labor costs, work efficiency, and user satisfaction. Results: As the scripts evolved, there was a notable increase in automated response rates and a decrease in human support transfers. User satisfaction improved, particularly in the final phase. The robot became more effective at managing user inquiries, reducing reliance on manual services. Discussion: Optimizing the robot's conversational scripts significantly improved daily operational efficiency in the vaccination clinic. By automating routine consultation tasks, the robot reduced healthcare professionals' workloads. Future research could explore further refinements to dialogue strategies and expand the robot's applications in healthcare settings
Family medicine · Human–computer interaction · Medical education · Robot · Vaccination · AI in Service Interactions · Artificial Intelligence in Healthcare and Education · Computer Science · Engineering · Medicine · Social Robot Interaction and HRI · Artificial Intelligence · Virology
| Citation velocity | historical |
|---|---|
| Highly cited | No |