The influence of VCA on Healthcare

Virtual customer assistants have recently become popular in a range of sectors and is now starting to
become more relevant in the healthcare industry. Telehealth is the use of medical information which is
exchanged through electronic communication (Tuckson et all, 2017) to better a patient's health. The use
of telehealth has been increasing over the years but since the COVID-19 pandemic there has been a
spike in adoption. This study looks at the influence of Virtual Customer Assistants on healthcare and if
this is an addition or replacement to traditional healthcare. To find the answers to these questions,
literature research was conducted to answer three research questions. The results showed that VCA’s
have a positive influence on the overall healthcare sector but that the technology is not mature enough
to replace traditional healthcare. Further research should be conducted in regards to the use of VCA’s
and legislation when it comes to privacy of patients.