A little less than a year ago, we introduced the ConfIAnce chatbot. In collaboration with the Geneva University Hospitals (HUG), we developed this conversational agent to provide easier, interactive access to medical information about common chronic diseases. The content is produced and validated by the medical institution itself.
An article published by the team behind the project in the latest issue of the prestigious Revue MĂ©dicale Suisse provides a first assessment one year after its public launch.
An official chatbot instead of unreliable answers online
Primary care, which is essential for a well-functioning healthcare system, is facing a growing shortage, even in urban areas. Without easy access to their primary care physician, many patients turn to the internet to search for answers. Unfortunately, the information they find is often inaccurate or even potentially harmful.
In this context, a well-designed AI solution can help deliver the right information at the right time.
This is why we supported HUG in developing a RAG-based chatbot (Retrieval Augmented Generation). ConfIAnce is not the first chatbot designed for patients. However, it stands out thanks to its institutional grounding, its use of locally validated medical content, and the control layers implemented to ensure reliable responses.
To guarantee safety, the system integrates rigorous monitoring mechanisms, including matching, groundedness checks, harmfulness detection, automated testing, and semantic routing.
Keeping control of the tool to ensure quality
One key challenge is maintaining control over the system, which requires monitoring capabilities. To achieve this, automated tests are run on all answers generated in response to user questions.
These tests measure the factual consistency of the chatbotâs responses compared with the knowledge base (faithfulness).
In addition, adjustable routing rules allow administrators to maintain human oversight by filtering and directing questions appropriately. Administrators can also immediately take the chatbot offline if a malfunction is suspected.
Topics that are frequently asked about but are insufficiently covered in the source documents are identified. These are then developed further to enrich the knowledge base as part of a continuous improvement process.
Even the best tool is only useful if people use it
For the chatbot to be useful, patients need to use it. To support adoption, HUG ran a public information campaign that promoted the tool while setting realistic expectations about what it can do.
ConfIAnce is not a medical device meant to replace a consultation. Instead, it provides informational support for questions related to the most common chronic diseases affecting adults.
In February 2025, ConfIAnce was released in beta. Between early February and the end of October 2025: 3,823 users interacted with the chatbot, generating 5,969 conversations and 11,781 questions (about two questions per conversation)
Feedback provided directly through the chatbot is 75% positive.
Strong acceptance for a different kind of chatbot
Chatbots in healthcare journeys are generally well accepted by patients thanks to their constant availability and ease of use. However, studies highlight recurring issues: inconsistent response quality and a lack of transparency regarding sources.
These are precisely the aspects that differentiate ConfIAnce from many other medical chatbots.
Designed to support, not replace, the relationship between patients and physicians, ConfIAnce helps primary care doctors by freeing up time so they can focus on practising medicine with the human-centred approach that motivated them to choose this profession.
The authors of the Revue MĂ©dicale Suisse article also emphasise that a chatbot developed in the specific context of HUG and its information resources could be adapted to other institutional settings.
For such a project to succeed, access to high-quality data is essential, as was the case here. Beyond that, control layers, automated testing, and user feedback enable continuous improvement and ensure the safety and relevance needed to build trust.