Would You Go to a Virtual Doctor? A Systematic Literature Review on User Preferences for Embodied Virtual Agents in Healthcare

Medical virtual agents (VAs) hold great potential to support patients in achieving their health goals, especially at times or in regions where the demand for physiological and psychological therapy exceeds the capacity of medical services. To create an accepted complement to on-site diagnosis, treatment, and counseling, it is critical to understand the impact of factors such as the agent’s visual representation, behavior, and responsibilities on creating a trustworthy human-agent relationship. To gain insights into these factors, we conducted a systematic literature review including 59 papers on embodied VAs in the medical domain. Our review focused on the application fields and the role of VAs in medicine, as well as the technology used to display them. Using thematic analysis, we discuss our findings in terms of user preferences, as well as potentials and barriers faced in the interaction with medical VAs. Concerning the visual representation, the users’ wish for customization in terms of appearance and communication modalities was pointed out. It was also important that the agent’s information builds up on trustworthy sources, that they are motivating and adapted to the users’ knowledge. Finally, our results identify research gaps, in particular regarding the technological implementation and the use of artificial intelligence.