ABSTRACT
The COVID-19 pandemic has marked a considerable event in the history of all countries, causing a high degree of mortality rate in older adults, in Peru health care for this group of users has become relevant. In this sense, the EsSalud Center for the Elderly (Social Health Insurance) in the town of Sicuani (CAM - Sicuani) needs to protect its population. This research consisted of proposing a reference method for health consultations based on chatbot, avoiding face-to-face consultations;for which a reference method was developed to design and develop the chatbot, in order to allow it to answer user queries online and immediately. For this purpose, information was obtained from CAM - Sicuani regarding the daily queries made by users. Information was also collected on the topics, questions and answers related to COVID-19, this from the websites of the World Health Organization (WHO), EsSalud, Ministry of Health (MINSA). On the other hand, there are not many research and projects related to the chatbot. A chatbot development method was developed based on Amir Shevat's book consisting of 4 phases;The first phase called use case definition and exploration, the second conversation scripts, the third design and testing and finally the development of the chatbot. Regarding the results, through the analysis of the metrics it is shown that the chatbot is efficient in response time with an average of 0.8 ms in the confusion rate, the chatbot responds in real time;for the performance of the chatbot, it was verified that it is flexible and optimal, since the capacity of the chatbot is adaptable;for the last metric, which is the rating of the chatbot, it was evaluated based on star rating;through a visual scale, where an average of users was randomly selected for the chatbot tests in this first initial version, who were satisfied with a rating of 3 - 5 stars;With the chatbot, it contributes to having a significant improvement in the process of attending to queries, generating a positive attitude in users;In addition, CAM - Sicuani and its users will benefit from the chatbot in relation to minimizing costs and optimizing time, which is not subject to any alteration. We conclude that the chatbot in its initial version works efficiently, in addition this innovation will prevent people from attending these health consultation services in person, on the other hand the digital transformation is promoted and with this a competitive advantage is obtained. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.