Tell Me How to Prompt! Healthcare Chatbots Response to Emotional Prompts for Enhanced Services. Review and Propositions

ABSTRACT Over the past decade, demand for medical services has increased, with implications for levels of care. Healthcare organizations have sought to improve their response to the users’ needs and questions making use of chatbots that leverage artificial intelligence (AI), paying little attention to building an empathic relationship that can emotionally match the chatbot's responses to the questions asked (prompts). This article provides a systematic review of the marketing literature on prompts in healthcare and on the empathic responsiveness of chatbots in relation to emotional aspects. In accordance with the guidelines recommended by the PRISMA framework, a five‐step review was conducted, starting with a focus group to identify some key terms. Based on scientific articles published in the past five years, key limitations were identified and a series of propositions were theorized. The study identifies benefits and future development of conversation support strategies for more effective and empathetic chatbots in healthcare.