Odontozap: a chatbot to guide urgent dental care in the context of SUS - Brazilian Public Healthcare System

• Luisa M. A. Pinheiro Federal University of Ceará http://orcid.org/0000-0003-0112-5502
• Francisco A. Germano Federal University of Ceará
• Monique D. Gomes Federal University of Ceará
• Inga F. Saboia Federal University of Ceará

DOI: https://doi.org/10.5753/ihc_estendido.2025.13252

Abstract

Introduction: Many patients have difficulty identifying whether their dental complaints require urgent care; which can negatively impact their care journey within the Brazilian Public Healthcare System (Sistema Único de Saúde - SUS). This paper presents the development of Odontozap; a chatbot designed to properly guide patients seeking urgent dental care. This research adopts a Human-Centered Design approach involving dentists and patients; including stages of validation; prototyping; and usability testing. The aim is to explore how an interactive technology can enhance and facilitate access to healthcare services.

Keywords: Conversational Agent, eHealth, User-Centered Design, Urgent Dental Care Triage

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