Opinion: Why a chatbot might seem more empathetic than a human physician
An April 28 article in JAMA Internal Medicine, “Comparing Physician and Artificial Intelligence Chatbot Responses to Patient Questions Posted to a Public Social Media Forum,” generated a great deal of discussion — much of it horrified. In particular, people are focusing on the study’s conclusions: that “chatbot responses were longer than physician responses, and the study’s health care professional evaluators preferred chatbot-generated responses over physician responses 4 to 1. Additionally, chatbot responses were rated significantly higher for both quality and empathy, even when compared with the longest physician-authored responses.”
While this study is thought-provoking and has generated much interesting discussion, that conversation isn’t focusing on the real root of the problem in physician-patient communication: time.
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