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 -