Performance of LINE Official Account in Answering Questions on Cannabis Products among Users of Medical Cannabis in Social Media

Abstract

Objectives: 1.To develop LINE's official account with chatbot or the Canna-Chatbot for dissemination of knowledge and information about cannabis products, as well as to collect data on the use and adverse reactions of cannabis products; and 2. to assess the performance of  Canna-Chatbot and its satisfaction among users. Method: The study consisted of 2 phases. Phase 1 was the development of Canna-Chatbot consisting of development of tools to test chatbot, development of a database based on frequently asked questions and side effects, and connection of the database with LINE's official account system and auto-reply function within the website. Phase 2 was to test the Canna-Chatbot among 411 subjects conveniently sampled from users of medical cannabis products. Results: The use of the Canna-Chatbot was fast, convenient and easy. It reduced the time to search for information and responded within 2 seconds. The accuracy of the content and interpretation was moderate (2.53±0.53) to high (4.47±0.51) (out of a full score of 5). However, if questions were diverse, the information in the database was insufficient to answer. In terms of being able to respond to the needs of users, response time and similarity to human conversation was at a high level (4.47±0.52 out of a full score of 5). Overall satisfaction with usage was at a high level (3.99±0.79 from the full score 5). Information was up-to-date, was based on language that was easy to understand. However, there was limitation in terms of coverage of information in order to meet the needs of users. Conclusion: Line's official account with chatbot or Canna-Chatbot can met the needs of users and reduced waiting time for answers and the workload of staff. Therefore, this tool should be further developed to be more effective and its widespread use in the future should be encouraged.