In the ever-changing healthcare technology landscape, the use of artificial intelligence (AI) chatbots has emerged as a promising tool to improve patient care and streamline medical services. A recent multinational cross-sectional study by Abdelwahed, Abd El-Nasser, Heih, and colleagues sheds light on public attitudes and practices toward AI chatbots in healthcare. The findings, due to be published in BMC Health Services Research in 2025, not only reveal the preferences of individuals from diverse cultural backgrounds, but also highlight potential barriers and incentives to adopting these AI-based platforms.
As the integration of technology into healthcare becomes more prevalent, it is crucial to understand the public’s perception of AI chatbots. This study surveyed a diverse population from multiple countries, ensuring that the results reflect a global perspective on the role of this emerging technology in patient care. The resulting insights offered by this research could inform healthcare providers and policy makers on the steps needed to successfully implement AI solutions in clinical settings.
One of the important findings of the study is the level of trust given to public places by AI chatbots for healthcare-related queries. Trust is a critical factor in the adoption of any technology, especially in healthcare, where privacy and accuracy are paramount. Many respondents expressed confidence in chatbots’ ability to provide reliable information, stemming from their experiences with online resources that often serve as preliminary points of contact for seeking medical advice. This indicates that while many are open to AI integration, concerns about the reliability of such technology need to be addressed.
Additionally, the study found varying degrees of enthusiasm for using chatbots across different demographic groups. Younger individuals showed a greater willingness to engage with AI tools, influenced by their familiarity with the technology in daily life. In contrast, older generations have shown skepticism, often linked to fears about data security and a lack of understanding of how these systems work. This generational divide poses challenges for the healthcare industry, which must find ways to bridge the gap and encourage wider acceptance of AI chatbots among all age groups.
Another crucial aspect highlighted in the research concerns the types of healthcare services respondents want from AI chatbots. Many people prefer chatbots for administrative tasks, such as scheduling appointments and accessing medical records, suggesting that there is strong interest in using AI for background processes that improve overall efficiency. This preference highlights a significant opportunity for healthcare providers to develop AI-based solutions that streamline operations while allowing human professionals to focus on aspects of care requiring personal interaction and empathy.
Despite the positive attitudes observed, challenges persist when it comes to effectively implementing AI chatbots. The survey revealed significant concerns about the privacy of personal health information when interacting with AI. Respondents were wary about how their data would be used and who would have access to it. Addressing these privacy concerns must be a priority for developers and healthcare organizations if they want to cultivate trust and encourage adoption among potential users.
The study also highlighted the role of personalization in the effectiveness of AI chatbots. Respondents indicated a preference for chatbots that can adapt to their individual needs and preferences, requesting personalized interactions rather than one-size-fits-all responses. This could involve using natural language processing to understand emotional signals or specific medical histories, allowing chatbots to respond more accurately and empathetically to user concerns.
In addition to meeting individual user preferences, the research indicated that successful implementation of AI chatbots would require significant public education about their capabilities and limitations. Many respondents were unaware of how chatbots work or their potential benefits. Healthcare organizations must invest in awareness and education programs to inform the public about how AI can help them in their healthcare journey, reducing anxiety and promoting a better understanding of the technology.
The geographic diversity of the study sample revealed that cultural attitudes toward technology strongly influence the acceptance of AI chatbots. Responses differed significantly between countries, highlighting the need for region-specific strategies when deploying these technologies. For example, in countries with a strong emphasis on technological innovation, acceptance levels were significantly higher than in regions less familiar with AI. This gap particularly raises questions about the role of healthcare professionals from different cultures in facilitating the integration of AI chatbots.
Several ethical considerations also emerged in the findings, such as the potential for AI to inadvertently reinforce existing biases. Within the healthcare ecosystem, it is essential to ensure that algorithms driving chatbots are trained on diverse data sets to avoid perpetuating inequities. A mismatch between training data and patient demographics could lead to discrepancies in the quality of care provided based on socioeconomic status or racial background, further complicating the healthcare delivery landscape.
Additionally, as AI continues to transform healthcare, policymakers must engage in a dialogue on the regulation of these technologies. The study suggests that oversight will be needed to monitor the deployment of AI chatbots and protect patients from harmful practices that may arise from poor design or implementation. Establishing regulatory frameworks could help ensure ethical standards are respected and users are protected in their interactions with AI systems.
Looking ahead, the future of AI chatbots in healthcare depends on collaborative efforts between technology developers, healthcare providers, and patients. A transparent and cooperative approach will be key to refining AI solutions to better meet user needs. This collaboration can facilitate the development of AI chatbots that not only respond to medical inquiries but also provide reassurance and support during potentially stressful healthcare interactions.
The results of this multinational cross-sectional study reinforce the idea that AI chatbots could have a significant impact on healthcare delivery, although challenges remain. Public awareness, privacy, ethical considerations, and cultural attitudes all play a critical role in determining the success of these technologies. As stakeholders work to navigate this landscape, careful strategies and frameworks will be essential to harness the potential of AI in healthcare while ensuring patient trust and safety.
Ultimately, the results presented in this study by Abdelwahed and colleagues invite further research into the current evolution of AI in healthcare. As technological advancements continue to shape how patients interact with medical systems, understanding public opinion is critical to developing initiatives that align with the expectations and concerns of patients and providers. The road ahead for AI chatbots in healthcare is filled with potential, and effective engagement with public attitudes will play an important role in determining their success in improving healthcare outcomes.
Research subject: Public attitudes and practices towards AI chatbots in medical assistance
Article title: Public attitudes and practices towards the use of AI chatbots for medical assistance: a multinational cross-sectional study
Article references:
Abdelwahed, A., Abd El-Nasser, M., Heih, O. et al. Public attitudes and practices toward the use of AI chatbots for medical assistance: a multinational cross-sectional study.
Res. of BMC Health Services (2025). https://doi.org/10.1186/s12913-025-13832-0
Image credits: AI generated
DOI: 10.1186/s12913-025-13832-0
Keywords: AI chatbots, healthcare, public attitudes, trust, patient care, technology adoption, privacy concerns, ethical considerations
Tags: AI Chatbots in HealthcareBarriers to AI Chatbot AdoptionCultural Differences in Health Technology AcceptanceImproving Patient Care with AIGlobal Perspectives on Health TechnologyHealthcare Providers and AI SolutionsIncentives for the Use of AI in HealthcareMultinational AI Chatbot StudyPatient Care and Integration AIPrivacy Concerns in AI Health AppsPublic Attitudes Toward AI in MedicineTrust in Health Technology