Chatbots and HIV Communications: What You Need to Know
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Some of today’s biggest technology companies are changing the way we find and interact with health information by expanding their use of chatbots. A chatbotExit Disclaimer, which can be powered by voice or text, is a messaging tool designed to act like a conversation or interaction. Chatbots, also referred to as conversation agents or “bots” for short, are making interacting with technology a lot like talking to a personExit Disclaimer.
Advancements in technology continue to offer new ways to communicate HIV information. Here are some of our recent findings on the state of bots.
Bots have gained recent momentum for the following reasons:
- The use of messaging platforms has exploded, surpassing even the use of social networks in active usersExit Disclaimer.
- Developments in artificial intelligence, machine learning, and natural language processing - which are the cornerstones of effective bot interactions – enable bots to have increasingly engaging and human conversationsExit Disclaimer. 

- Off-the-shelf technologies, like the use of third-party apps on Facebook MessengerExit Disclaimer, have made it relatively easy and inexpensive to build and test bot prototypes.
We see a lot of potential for using bots for HIV communications. Some (not yet developed) examples include:
- Helping a user find information on a website more quickly
- Answering simple questions about who should get an HIV test and where, when, and how an individual can get tested
- Assisting a patient in scheduling or rescheduling a clinic appointment
- Enhancing an existing mobile application by offering customer service
If you’re exploring or building your own bot, here are some industry best practices:
- Assess your organization’s needs