arxivcs.HCcs.AI2026-06-25
AI Healthcare Chatbots as Information Infrastructure: A Large-Scale Study of User-Reported Breakdowns
Muhammad Hassan, Ramazan Yener, Ece Gumusel, Masooda Bashir
AI healthcare chatbots are increasingly used to support health information seeking and self-management, yet their performance and impact on users remains to be studied. This study examines over 15,000 user reviews from 59 AI healthcare chatbot apps to explore how these systems fu…