Artificial intelligence, chatbots and ChatGPT in healthcare—narrative review of historical evolution, current application, and change management approach to increase adoption

Abstract

Background and Objective: Artificial intelligence (AI) has been one of the most significant advancements in recent times and holds the potential to change the landscape of current healthcare environment/practices. This technology has an impact on both clinical and administrative practices in healthcare organizations. By incorporating AI in day-to-day practices, healthcare systems can become more efficient and provide care to millions of people worldwide. With the focus on historical evolution and current application of AI in healthcare, this manuscript also presents a change management approach that can facilitate adoption of AI in healthcare which in turn can result in better decision making in clinical and non-clinical healthcare practice. Methods: This descriptive study provides a comprehensive review of published literature on the history and evolution of AI and chatbots including ChatGPT, and how these tools can be applied to healthcare settings. Databases such as PubMed, Scopus, and Google Scholar were searched with key words. We limited our search to all the manuscripts published in English between the time period January, 2012–September, 2023. Key Content and Findings: In addition to the history and evolution of AI and chatbot, this study presents a detailed Strengths, Weaknesses, Opportunities, Threats (SWOT) analysis of the use of AI and AI enabled tools. A change management approach utilizing Kotter’s 8-Step process provides recommendations on how healthcare organizations can facilitate adoption of AI enabled tools in clinical and administrative processes have been described. The utilization of AI tools could support assessment, diagnosis, and treatment planning, as well as administrative workflow changes. Conclusions: Leaders should utilize systematic change management processes like Kotter’s 8-Step Change process in leading operational and cultural changes to enhance patient outcomes resulting in more effective and cost-efficient healthcare. This research can be of value to healthcare leaders, clinicians, researchers, and other individuals who are working towards widespread adoption and usage of AI in different healthcare processes to enhance quality and efficiency of healthcare services and improve patient outcomes.