Towards Safe Conversational Agents in Healthcare

Abstract

Conversational agents (CA) are becoming very popular to deliver digital health interventions. These dialog-based systems are interacting with patients using natural language which might lead to misunderstandings and misinterpretations. To avoid patient harm, safety of health CA has to be ensured. This paper raises awareness on safety when developing and distributing health CA. For this purpose, we identify and describe facets of safety and make recommendations for ensuring safety in health CA. We distinguish three facets of safety: 1) system safety, 2) patient safety, and 3) perceived safety. System safety comprises data security and privacy which has to be considered when selecting technologies and developing the health CA. Patient safety is related to risk monitoring and risk management, to adverse events and content accuracy. Perceived safety concerns a user's perception of the level of danger and user's level of comfort during the use. The latter can be supported when data security is guaranteed and relevant information on the system and its capabilities are provided.