Your browser doesn't support javascript.
User reactions to COVID-19 screening chatbots from reputable providers.
Dennis, Alan R; Kim, Antino; Rahimi, Mohammad; Ayabakan, Sezgin.
  • Dennis AR; Kelley School of Business, Indiana University, Bloomington, Indiana, USA.
  • Kim A; Kelley School of Business, Indiana University, Bloomington, Indiana, USA.
  • Rahimi M; Fox School of Business, Temple University, Philadelphia, Pennsylvania, USA.
  • Ayabakan S; Fox School of Business, Temple University, Philadelphia, Pennsylvania, USA.
J Am Med Inform Assoc ; 27(11): 1727-1731, 2020 11 01.
Artículo en Inglés | MEDLINE | ID: covidwho-1024115
ABSTRACT

OBJECTIVES:

The objective was to understand how people respond to coronavirus disease 2019 (COVID-19) screening chatbots. MATERIALS AND

METHODS:

We conducted an online experiment with 371 participants who viewed a COVID-19 screening session between a hotline agent (chatbot or human) and a user with mild or severe symptoms.

RESULTS:

The primary factor driving user response to screening hotlines (human or chatbot) is perceptions of the agent's ability. When ability is the same, users view chatbots no differently or more positively than human agents. The primary factor driving perceptions of ability is the user's trust in the hotline provider, with a slight negative bias against chatbots' ability. Asian individuals perceived higher ability and benevolence than did White individuals.

CONCLUSIONS:

Ensuring that COVID-19 screening chatbots provide high-quality service is critical but not sufficient for widespread adoption. The key is to emphasize the chatbot's ability and assure users that it delivers the same quality as human agents.
Asunto(s)
Palabras clave

Texto completo: Disponible Colección: Bases de datos internacionales Base de datos: MEDLINE Asunto principal: Neumonía Viral / Aplicaciones de la Informática Médica / Telemedicina / Infecciones por Coronavirus / Técnicas de Laboratorio Clínico / Confianza / Pandemias Tipo de estudio: Estudios diagnósticos / Estudio pronóstico Límite: Femenino / Humanos / Masculino Idioma: Inglés Revista: J Am Med Inform Assoc Asunto de la revista: Informática Médica Año: 2020 Tipo del documento: Artículo País de afiliación: Jamia

Similares

MEDLINE

...
LILACS

LIS


Texto completo: Disponible Colección: Bases de datos internacionales Base de datos: MEDLINE Asunto principal: Neumonía Viral / Aplicaciones de la Informática Médica / Telemedicina / Infecciones por Coronavirus / Técnicas de Laboratorio Clínico / Confianza / Pandemias Tipo de estudio: Estudios diagnósticos / Estudio pronóstico Límite: Femenino / Humanos / Masculino Idioma: Inglés Revista: J Am Med Inform Assoc Asunto de la revista: Informática Médica Año: 2020 Tipo del documento: Artículo País de afiliación: Jamia