ArticleFrontiers in public health2025
Effectiveness of conversational script optimization by intelligent consultation robots on daily work efficiency in vaccination clinics.
Article in Frontiers in public health, 2025. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.
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Abstract
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.
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