这篇论文分析了59款AI医疗聊天机器人的1.5万条用户评论，告诉你最常见的故障在哪里，尤其是隐私和安全问题最影响体验。做医疗AI的值得看看。
该研究分析了59款AI医疗聊天机器人应用的超过15000条用户评论，识别出三大类常见故障：访问障碍与服务不可靠、用户体验与交互质量、计费与客户支持问题。隐私和安全问题与最负面的体验相关。研究将AI医疗聊天机器人视为信息基础设施，为设计师、政策制定者和信息专业人士提供改进数字健康系统的可行见解。
AI Healthcare Chatbots as Information Infrastructure: A Large-Scale Study of User-Reported Breakdowns
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 function in everyday informational and emotional contexts. Topic modeling and interpretive analysis identify three recurring breakdowns: access barriers and service unreliability, user experience and interaction quality, and billing and customer support issues. Privacy and security concerns are associated with the most negative experiences. By framing AI healthcare chatbots as information infrastructures, our findings highlight how failures in access, usability, and trust affect users, offering actionable insights for designers, policymakers, and information professionals aiming to improve digital health systems.