User reactions to COVID-19 screening chatbots from reputable providers.

Szczegóły
Abstrakt

Tytuł:: User reactions to COVID-19 screening chatbots from reputable providers.
Autorzy:: 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.
Źródło:: Journal of the American Medical Informatics Association : JAMIA [J Am Med Inform Assoc] 2020 Nov 01; Vol. 27 (11), pp. 1727-1731.
Typ publikacji:: Journal Article
Język:: English
Imprint Name(s):: Publication: 2015- : Oxford : Oxford University Press
Original Publication: Philadelphia, PA : Hanley & Belfus, c1993-
MeSH Terms:: Medical Informatics Applications*
Pandemics*
Telemedicine*
Trust*
Clinical Laboratory Techniques/*methods
Coronavirus Infections/*diagnosis
Pneumonia, Viral/*diagnosis
COVID-19 ; COVID-19 Testing ; Communication ; Female ; Humans ; Male ; Text Messaging
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Stud Health Technol Inform. 2018;252:51-56. (PMID: 30040682)
JAMA. 2015 Apr 14;313(14):1471-3. (PMID: 25871675)
NPJ Digit Med. 2020 May 4;3:65. (PMID: 32377576)
J Med Internet Res. 2018 Aug 17;20(8):e253. (PMID: 30120087)
J Am Med Inform Assoc. 2020 Jul 1;27(9):1450-1455. (PMID: 32531066)
Ann Fam Med. 2004 Sep-Oct;2(5):455-61. (PMID: 15506581)
Contributed Indexing:: Keywords: chatbot; health screening; information technology; public health
Entry Date(s):: Date Created: 20200928 Date Completed: 20201201 Latest Revision: 20210428
Update Code:: 20240105
PubMed Central ID:: PMC7454579
DOI:: 10.1093/jamia/ocaa167
PMID:: 32984890
: Czasopismo naukowe

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.
(© The Author(s) 2020. Published by Oxford University Press on behalf of the American Medical Informatics Association. All rights reserved. For permissions, please email: journals.permissions@oup.com.)

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