Feasibility of using an artificially intelligent chatbot to increase access to information and sexual and reproductive health services.

BACKGROUND

Following the US Supreme Court decision overturning Roe v. Wade, there is evidence of limitations in access to safe abortion care. Artificially intelligent (AI)-enabled conversational chatbots are becoming an appealing option to support access to care, but generative AI systems can misinform and hallucinate and risk reinforcing problematic bias and stigma related to sexual and reproductive healthcare.

METHOD

A single arm pilot study describing the development of an AI chatbot focused on sexual and reproductive health and its deployment in a clinic setting and community-based organization over a nine-month period.

RESULTS

We adjusted chatbot content based on feedback from the medical director and clients of organizations where the system was deployed given updated medical guidelines and preferred language related to gender-affirming care. We deployed the system in two organizations and tracked use over nine months. In that time, there were 1749 queries from 425 unique users. One-tenth of users of the clinic based chatbot went on to schedule an appointment for care.

CONCLUSIONS

Ongoing challenges in accessing sexual and reproductive health suggest having diverse mechanisms to facilitate access to accurate and updated medical information is warranted. Using an AI chatbot is feasible to accomplish this goal and shows promise in increasing opportunities to access care.