Performance Review of Intelligent Guidance Robot at the Outpatient Clinic Setting

Abstract

This study analyzes the implementation of a mobile intelligent guidance robot to roam hospital outpatient services and discusses the application's effect and experience. The data consist of human-robot verbal communications in November 2019 to analyze and evaluate the application according to the service volume, accuracy, and functions. Statistically, the accuracy of correct output by the intelligent guidance robot when answering related questions in outpatient services was significantly lower than the manufacturer's claimed expected accuracy. Furthermore, the utilization review of the intelligent guidance robot was surprisingly unexpected. Therefore, applying an intelligent guidance robot is not limited to merely providing directions and navigation functions but can be valuable in improving public health literacy. Nevertheless, the hospital should meet patients' needs by expanding intelligent guidance robots' service functions and increasing patient experience to finetune the application through further experiments and design.