Implementation of Anxiety UK’s Ask Anxia Chatbot Service: Lessons Learned Article Swipe
Luke Collins
,
Niamh Nicholson
,
Nicky Lidbetter
,
Dave Smithson
,
Paul Baker
·
YOU?
·
· 2024
· Open Access
·
· DOI: https://doi.org/10.2196/53897
YOU?
·
· 2024
· Open Access
·
· DOI: https://doi.org/10.2196/53897
Chatbots are increasingly being applied in the context of health care, providing access to services when there are constraints on human resources. Simple, rule-based chatbots are suited to high-volume, repetitive tasks and can therefore be used effectively in providing users with important health information. In this Viewpoint paper, we report on the implementation of a chatbot service called Ask Anxia as part of a wider provision of information and support services offered by the UK national charity, Anxiety UK. We reflect on the changes made to the chatbot over the course of approximately 18 months as the Anxiety UK team monitored its performance and responded to recurrent themes in user queries by developing further information and services. We demonstrate how corpus linguistics can contribute to the evaluation of user queries and the optimization of responses. On the basis of these observations of how Anxiety UK has developed its own chatbot service, we offer recommendations for organizations looking to add automated conversational interfaces to their services.
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Metadata
- Type
- article
- Language
- en
- Landing Page
- https://doi.org/10.2196/53897
- https://s3.ca-central-1.amazonaws.com/assets.jmir.org/assets/preprints/preprint-53897-accepted.pdf
- OA Status
- gold
- Cited By
- 2
- References
- 15
- Related Works
- 10
- OpenAlex ID
- https://openalex.org/W4396658098
All OpenAlex metadata
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- OpenAlex ID
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https://openalex.org/W4396658098Canonical identifier for this work in OpenAlex
- DOI
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https://doi.org/10.2196/53897Digital Object Identifier
- Title
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Implementation of Anxiety UK’s Ask Anxia Chatbot Service: Lessons LearnedWork title
- Type
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articleOpenAlex work type
- Language
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enPrimary language
- Publication year
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2024Year of publication
- Publication date
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2024-05-05Full publication date if available
- Authors
-
Luke Collins, Niamh Nicholson, Nicky Lidbetter, Dave Smithson, Paul BakerList of authors in order
- Landing page
-
https://doi.org/10.2196/53897Publisher landing page
- PDF URL
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https://s3.ca-central-1.amazonaws.com/assets.jmir.org/assets/preprints/preprint-53897-accepted.pdfDirect link to full text PDF
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YesWhether a free full text is available
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goldOpen access status per OpenAlex
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https://s3.ca-central-1.amazonaws.com/assets.jmir.org/assets/preprints/preprint-53897-accepted.pdfDirect OA link when available
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Chatbot, Ask price, Anxiety, Service (business), Psychology, World Wide Web, Internet privacy, Computer science, Business, Marketing, Psychiatry, FinanceTop concepts (fields/topics) attached by OpenAlex
- Cited by
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2Total citation count in OpenAlex
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2025: 1, 2024: 1Per-year citation counts (last 5 years)
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10Other works algorithmically related by OpenAlex
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