Applying the Analytical Hierarchy Process (AHP) and Delphi Method to Identify the Criteria for Selection of Healthcare Chatbot in Thailand

Abstract

Today , Healthcare  chatbot market is  growing rapidly in Thailand. Chatbot for the healthcare industry is used for many purposes such as share information for the recommend health, schedule appointment, check symptoms and refer to a doctor, and attract   patient . Healthcare chatbot  can reduce cost , time and improve  patient satisfaction . The research gap is found that in the previous time, healthcare   only made  decision for selecting chatbot by own opinions in the organization with several criteria. Therefore,  the objective of this research is to  investigate  the criteria that used for  selection chatbot in healthcare.  This research is to weight  the significant weight of criteria  which help healthcare to make a better decision under  multi criteria situation .The objective of this research is to prepare a model for the selection of healthcare chatbot in Thailand by  applied  two methods  of an analytical hierarchy process (AHP) and Delphi method  to improve  the reliability of decisions .Firstly, The criteria affecting the selection of chatbot are collected from literature review and opinion of experts. The obtained criteria  are analyzed by using the concept of IOC and Delphi method  then the remain criteria are categorized and structured based on the concept of AHP. The questionnaires are constructed and distributed to 9 experts. Three main selection criteria  were identified. The result shows that the most significant success criterion is Security and privacy with 42.% . The second and the third significant  go to User satisfaction 34% and System design 24% respectively.