  Recently, there has been a growing interest in developing AI-enabled
chatbot-based symptom checker (CSC) apps in the healthcare market. CSC apps
provide potential diagnoses for users and assist them with self-triaging based
on Artificial Intelligence (AI) techniques using human-like conversations.
Despite the popularity of such CSC apps, little research has been done to
investigate their functionalities and user experiences. To do so, we conducted
a feature review, a user review analysis, and an interview study. We found that
the existing CSC apps lack the functions to support the whole diagnostic
process of an offline medical visit. We also found that users perceive the
current CSC apps to lack support for a comprehensive medical history, flexible
symptom input, comprehensible questions, and diverse diseases and user groups.
Based on these results, we derived implications for the future features and
conversational design of CSC apps.
