The Advance of Diagnosis Chatbots: Should We First Avoid Distrust Before We Focus on Trust?

Publikation: Beiträge in SammelwerkenAufsätze in KonferenzbändenForschungbegutachtet

Standard

The Advance of Diagnosis Chatbots: Should We First Avoid Distrust Before We Focus on Trust? / Seitz, Lennart; Woronkow, Julia; Bekmeier-Feuerhahn, Sigrid et al.
ECIS 2021 Proceedings: Human Values Crisis in a Digitizing World. AIS eLibrary, 2021. 1185.

Publikation: Beiträge in SammelwerkenAufsätze in KonferenzbändenForschungbegutachtet

Harvard

Seitz, L, Woronkow, J, Bekmeier-Feuerhahn, S & Gohil, K 2021, The Advance of Diagnosis Chatbots: Should We First Avoid Distrust Before We Focus on Trust? in ECIS 2021 Proceedings: Human Values Crisis in a Digitizing World., 1185, AIS eLibrary. <https://aisel.aisnet.org/ecis2021_rip/9/>

APA

Seitz, L., Woronkow, J., Bekmeier-Feuerhahn, S., & Gohil, K. (2021). The Advance of Diagnosis Chatbots: Should We First Avoid Distrust Before We Focus on Trust? In ECIS 2021 Proceedings: Human Values Crisis in a Digitizing World Artikel 1185 AIS eLibrary. https://aisel.aisnet.org/ecis2021_rip/9/

Vancouver

Seitz L, Woronkow J, Bekmeier-Feuerhahn S, Gohil K. The Advance of Diagnosis Chatbots: Should We First Avoid Distrust Before We Focus on Trust? in ECIS 2021 Proceedings: Human Values Crisis in a Digitizing World. AIS eLibrary. 2021. 1185 Epub 2021 Jun 14.

Bibtex

@inbook{7c8534d519144a528562fd57a48c0104,
title = "The Advance of Diagnosis Chatbots: Should We First Avoid Distrust Before We Focus on Trust?",
abstract = "Technological innovations like AI-based diagnosis chatbots will pave the way for a fundamental change in providing healthcare. While previous research mostly highlights the importance of trust in adopting new technologies, there is a lack of research on distrust. We argue that the avoidance of distrust towards novel technologies is crucial since negative emotions during initial interactions may harm subsequent trust-building processes. Therefore, our research aims to contribute to better understand the differences of trust and distrust towards diagnosis chatbots. To gain first deep insights into this new research area, we conducted a pilot usability study applying an innovative qualitative approach. First findings indicate that humans experience affect-based distrust and cognition-based trust towards diagnosis chatbots, while the opposite is true for doctor-patient-trust. We further argue that distrust goes beyond the absence of trust as it is triggered actively by negative emotions that may inhibit the adoption of new technologies.",
keywords = "Business informatics, Chatbot, Conversational Agent, Business psychology, Trust Building, Distrust, Media and communication studies, Healthcare",
author = "Lennart Seitz and Julia Woronkow and Sigrid Bekmeier-Feuerhahn and Krutika Gohil",
note = "ECIS 2021 Research-in-Progress Papers, Nr. 9",
year = "2021",
language = "English",
booktitle = "ECIS 2021 Proceedings",
publisher = "AIS eLibrary",
address = "United States",

}

RIS

TY - CHAP

T1 - The Advance of Diagnosis Chatbots

T2 - Should We First Avoid Distrust Before We Focus on Trust?

AU - Seitz, Lennart

AU - Woronkow, Julia

AU - Bekmeier-Feuerhahn, Sigrid

AU - Gohil, Krutika

N1 - ECIS 2021 Research-in-Progress Papers, Nr. 9

PY - 2021

Y1 - 2021

N2 - Technological innovations like AI-based diagnosis chatbots will pave the way for a fundamental change in providing healthcare. While previous research mostly highlights the importance of trust in adopting new technologies, there is a lack of research on distrust. We argue that the avoidance of distrust towards novel technologies is crucial since negative emotions during initial interactions may harm subsequent trust-building processes. Therefore, our research aims to contribute to better understand the differences of trust and distrust towards diagnosis chatbots. To gain first deep insights into this new research area, we conducted a pilot usability study applying an innovative qualitative approach. First findings indicate that humans experience affect-based distrust and cognition-based trust towards diagnosis chatbots, while the opposite is true for doctor-patient-trust. We further argue that distrust goes beyond the absence of trust as it is triggered actively by negative emotions that may inhibit the adoption of new technologies.

AB - Technological innovations like AI-based diagnosis chatbots will pave the way for a fundamental change in providing healthcare. While previous research mostly highlights the importance of trust in adopting new technologies, there is a lack of research on distrust. We argue that the avoidance of distrust towards novel technologies is crucial since negative emotions during initial interactions may harm subsequent trust-building processes. Therefore, our research aims to contribute to better understand the differences of trust and distrust towards diagnosis chatbots. To gain first deep insights into this new research area, we conducted a pilot usability study applying an innovative qualitative approach. First findings indicate that humans experience affect-based distrust and cognition-based trust towards diagnosis chatbots, while the opposite is true for doctor-patient-trust. We further argue that distrust goes beyond the absence of trust as it is triggered actively by negative emotions that may inhibit the adoption of new technologies.

KW - Business informatics

KW - Chatbot

KW - Conversational Agent

KW - Business psychology

KW - Trust Building

KW - Distrust

KW - Media and communication studies

KW - Healthcare

M3 - Article in conference proceedings

BT - ECIS 2021 Proceedings

PB - AIS eLibrary

ER -

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