A Support Process of Telemedicine Applications that Integrates a Chatbot

With the help of telemedicine, patients can be treated by remote specialists through teleconference. In addition to the communication between health professionals and their patients, telemedicine should coordinate and manage the day-to-day operations and it must have a well-defined service request and incident management process. A support process that includes service request and incident management helps telemedicine to prevent problems, to identify rapidly the causes of problems when they occur and to help in remediating the issues. To allow faster support and help from the system to the patients in an automated and user-friendly approach, the service request and incident management process should integrate a chatbot.