Researchers from the University of Westminster have pioneered an inclusive approach for the use of chatbot technology to reduce health inequalities among ethnic minorities.
Researchers from the University of Westminster have pioneered a groundbreaking approach to chatbot self-assessment, which is the first research-informed Chatbot-Assisted Self-Assessment (CASA) strategy in the world capable of reducing health inequalities.
Designed specifically for ethnically diverse communities, this innovative approach uses conversational artificial intelligence (AI) to provide users with personalised health assessments and actionable recommendations.
Funded by the NHS AI Lab and The Health Foundation, the study introduces CASA as a culturally sensitive strategy to overcome barriers such as stigma, discrimination and limited access to healthcare. Participants in the UK-based research study expressed comfort in disclosing anonymous sensitive health information to secure chatbots, which shows their potential as supplementary tools for health education and self-assessment.
The CASA protocol was co-developed with input from underrepresented groups, ensuring its design aligns with the needs of ethnically diverse communities. The study revealed that chatbots that provided explanations for medical inquiries used in self-assessment were deemed appropriate by participants for discussing sensitive health issues, including sexual health screening, and emphasised the importance of anonymity and trust in AI systems.
Conversational AI tools utilising the CASA protocol, developed using the above findings, can therefore help users who are reluctant to discuss sensitive health issues with healthcare professionals to access medical care.
Dr Tom Nadarzynski, who led the study at the University of Westminster, commented: "The CASA protocol demonstrates how AI can be co-designed with diverse communities to enhance engagement, trust, and accessibility in healthcare. By ensuring that chatbots are inclusive, we can tackle longstanding health inequalities."
While the study was initially applied to sexual health, the CASA protocol is adaptable to other areas, including chronic disease management and mental health support, and holds potential for wider healthcare applications to address critical health disparities. The researchers stress the importance of transparency, culturally competent design and multilingual capabilities to maximise the technology’s reach and impact.
Published in the journal PLOS Digital Health, this pioneering study sets a new standard for patient-centred AI interventions, encouraging collaboration between developers, healthcare providers and communities.
This research directly contributes to the United Nations Sustainable Development Goals (SDGs) 3: Good Health and Well-being and 10: Reduced Inequalities. Since 2019, the University of Westminster has used the SDGs holistically to frame strategic decisions to help students and colleagues fulfil their potential and contribute to a more sustainable, equitable and healthier society.
Read the full study in PLOS Digital Health.
Find out more about studying Health Psychology at the University of Westminster.
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