Analysis of a National Health Ministry Chatbot Implemented in Malawi Amid the COVID-19 Crisis: A Retrospective Study

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Malawi's Ministry of Health deployed a WhatsApp chatbot to support COVID-19 response, engaging around 10,000 citizens for self-registration and symptom reporting.
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The chatbot is linked to the MOH’s official WhatsApp number and utilizes secure data storage and real-time analysis for effective public health communication.
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Data for the study was collected from the chatbot's launch on May 29, 2020, until May 5, 2023, coinciding with the end of the COVID-19 global health emergency.
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Descriptive statistics were used to analyze chatbot access, focusing on health information dissemination, self-reporting, and rumor reporting characteristics.
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The study highlights the limited empirical research on health chatbots in Africa, emphasizing the need for more studies on user experiences and effectiveness.

Journal Of Medical Internet Research (Jmir)

by Isaach Ndemera, Yu-Ting Sunny Hsieh, Kingston Chirwa, Selemani Ngwira, Alanna Denny, Tsung Shu Joseph Wu, Hsin-yi Lee, Griphin Baxter Chirambo, Simeon Luka Yosefe, Ben Chilima, Matthew Kagoli, Balwani Mbakaya, Kwong Leung Joseph Yu, John O'Donoghue
July 16, 2026

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