Many of us have used a chatbot online before, whether it was while looking for information, booking a service or asking a question. Sometimes the experience can be frustrating, especially when the answers sound robotic, confusing or simply do not help.
But there can also be benefits to using a chatbot, especially for people who may not feel comfortable talking face-to-face or over the phone. Chatting online can be easier, quicker and more private, and people can access information when it suits them. When designed well, a chatbot can also reduce stigma and help people ask questions they may otherwise avoid.
This was the thinking behind Red, a new chat feature on the TasCAHRD website that helps answer questions about HIV. With support from a community grant provided by ViiV Healthcare, the TasCAHRD team spent several months researching, testing and designing the information Red would need to provide safe and reliable answers.
During the testing process, three important priorities became clear: accuracy, privacy and usability. The team worked carefully to build a strong knowledge base for Red, and clinicians were involved to review the information and provide oversight to make sure the answers were correct and trustworthy.
Privacy was another major concern raised during user testing. Many people wanted to know whether their information would be stored or tracked while using the chat feature. As a result, Red has been designed to provide anonymous support, with chats remaining untracked and no personal data stored.
Making Red easy to use was also an important part of the project. The challenge was to create answers that were friendly, supportive and easy to understand, while still making sure the information stayed accurate. Unlike some AI chatbots that learn from conversations and can sometimes provide incorrect information, Red is designed to stay focused on reliable HIV information and support.
Red can help people find information about HIV testing, treatment, prevention and support services, and may be especially useful for people who prefer a private and anonymous way to ask questions. Anyone wanting to learn more can visit the TasCAHRD website and chat with Red online.
