University of Westminster health experts have developed a step-by-step guide for AI chatbot developers in healthcare settings which minimises bias and ensures that the needs of diverse patients are taken into consideration at every single stage of the design process.
They say that the inclusive approach does not only ensure that health inequalities are not exacerbated by these tools, but also has the potential to reduce them.
Funded by the NHS AI Lab and The Health Foundation, and conducted in collaboration with the Kinsey Institute, the University of Sussex, and HIV charity Positive East, the researchers reviewed existing guidelines for developing conversational AI tools for healthcare settings, including looking at resources from the NHS and World Health Organisation. They found that effective guidance is scarce, and they are lacking design and implementation input from patients from diverse and underrepresented communities.
By consulting these communities, they set out to draw up a detailed plan for developers on how to develop inclusive health chatbots. They stress that diverse individuals in terms of sex, ethnicity and sexual orientation must be involved at every single stage when designing conversational AI tools for healthcare, including service conception, maintenance and termination. This community-driven approach to AI is intended to increase inclusivity, acceptability and engagement, ultimately contributing to the reduction of social health inequalities.
Dr Tomasz Nadarzynski, who led the study at the University of Westminster, said: “The development of AI tools must go beyond just ensuring effectiveness and safety standards. We have a responsibility to harness the power of 'AI for good' and direct it towards addressing pressing societal challenges like health inequities. To do this, we need a paradigm shift in how AI is created – one that emphasises co-production with diverse communities throughout the entire lifecycle, from design to deployment. Such an inclusive approach is crucial for mitigating biases, fostering trust, and maximising the positive impact AI can have on marginalised populations.”
The roadmap provides advice for all aspects of the design process including conception and planning, diversity and collaboration, preliminary research, coproduction, safety measures, preliminary testing, healthcare integration, service evaluation and auditing, maintenance, and termination.
The study titled Achieving Health Equity Through Conversational AI: A Roadmap for Design and Implementation of Inclusive Chatbots in Healthcare was published by the journal PLOS Digital Health.
This research directly contributes to the United Nations Sustainable Development Goals (SDG) 3: Good Health and Wellbeing, 5: Gender equality and 17: Partnerships for the Goals. Since 2019, the University of Westminster has used the SDGs holistically to frame strategic decisions to help students and colleagues fulfil their potential and contribute to a more sustainable, equitable and healthier society.
Learn more about research at the University of Westminster.
