ai-healthcare-chatbots-as-information-infrastructure-a-large-scale-study-of-user-reported-breakdowns-ac476946·1 events·first seen Aliases: AI Healthcare Chatbots as Information Infrastructure: A Large-Scale Study of User-Reported Breakdowns
Researchers analyzed over 15,000 user reviews from 59 AI healthcare chatbot apps to identify recurring failure modes in real-world deployment. Topic modeling and interpretive analysis surfaced three breakdown categories: access and reliability issues, interaction quality problems, and billing/support failures, with privacy and security concerns correlating with the most negative user experiences. The study frames healthcare chatbots as information infrastructure and draws implications for designers, policymakers, and health information professionals.