The Design and Development of LINE Chatbots for Dental Services Booking
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Abstract
Background and Objectives: The Oral Health Center at the Suranaree University of Technology Hospital is limited in terms of personnel and can only serve a limited number of patients daily. Notwithstanding, many patients remain interested in receiving services at the center. Therefore, when the patient queue on a given day has reached capacity, patients seeking services must return the following day. As a result, patients who are in need of services become acutely aware of both the cost and time expended. Currently, the center operates offline, allowing only walk-in scheduling and inquiries for service users. This research aims to design and develop a chatbot for booking appointments for dental services. The chatbot has been developed on the LINE application to make access more convenient for service recipients.
Methodology: The design and development of this chatbot focuses on using natural language processing techniques for the process of booking dental services. After developing the chatbot, designed with various functions, a target group of 15 people who received services at the Suranaree University of Technology Hospital's oral health center was used to assess satisfaction levels with its use. The statistics used to analyze assessment data were percentage, mean, and standard deviation.
Main Results: An analysis of user needs resulted in the creation of a form to develop the chatbot. This appointment booking chatbot for dental services booking operates through the LINE application. Users can either access it through the chat menu or the rich menu. The rich menu facilitates users without manually typing messages. It includes a queue reservation function, a queue remaining check function, a queue check function, and an inquiry function. As for the evaluation of the usability of this chatbot, all aspects considered were rated at high levels, with an average of 4.20 on a scale of 5 (S.D. = 0.37).hen considering each aspect, it was found that users were satisfied most with the ease of use, followed by user interface design, and chatbot performance.
Discussions: According to the results of the chatbot usability assessment, it was found that its efficiency in quickly finding and displaying information was the lowest when compared to other areas. This effect may be due to the Botnoi tool within the LINE application used in the development of this chatbot. Data retrieval and display speed are limited by the capabilities of the Botnoi tool. Ease of use and convenience received the highest scores, which can be attributed to the design and development of the chatbot. An analysis of users' needs was incorporated, which resulted in the feeling that the chatbots were easy to use and convenient.
Conclusions: The purpose of this research was to develop a chatbot on the LINE application that utilized natural language processing techniques for booking dental appointments. The chatbot that was developed allowed users to access services more conveniently without traveling to or calling to inquire at the Oral Health Center. The chatbot can be used on any device using the LINE application without installing additional programs. Chatbots such as this can also be applied to other hospital departments and businesses as well.
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