AI healthcare chatbots frequently fail users in critical ways—unreliable access, confusing interfaces, and privacy risks—suggesting designers need to prioritize reliability and trust before expanding these tools into healthcare.
This study analyzes over 15,000 user reviews of AI healthcare chatbots to understand how they work in real-world health information seeking. The researchers found three main problem areas: access and reliability issues, poor user experience, and billing/support problems, with privacy concerns causing the most negative user experiences.