TY - CHAP

T1 - Towards a Model for Building Trust and Acceptance of Artificial Intelligence Aided Medical Assessment Systems

AU - Seitz, Lennart

AU - Bekmeier-Feuerhahn, Sigrid

AU - Bontrup, Florian

AU - Wildt, Justus

AU - Gohil, Krutika

N1 - Conference code: 49

PY - 2020/5/27

Y1 - 2020/5/27

N2 - This study aims to identify determinants for the emergence of trust in AI-based medical assessment systems consisting of chatbots and telemedicine. Existing studies have been failing to create a holistic understanding due to focusing on single trust antecedents. Our study closes this research gap by conducting semi-structured interviews and standardized questionnaires to identify relevant variables and their relationship to each other. Participants (n = 40) take part in a laboratory experiment interacting with a chatbot (vs. chatbot + human agent) for initial medical assessment. The first results indicate the importance of the chatbot’s purpose and the transparency of underlying data base. Furthermore, communication patterns conveying uncertainty reduction are found to be more important than chatbot’s social skills. The additional human expert complements the chatbot due to the possibility of more specific and detailed questioning and patients’ wish of having a responsible person.

AB - This study aims to identify determinants for the emergence of trust in AI-based medical assessment systems consisting of chatbots and telemedicine. Existing studies have been failing to create a holistic understanding due to focusing on single trust antecedents. Our study closes this research gap by conducting semi-structured interviews and standardized questionnaires to identify relevant variables and their relationship to each other. Participants (n = 40) take part in a laboratory experiment interacting with a chatbot (vs. chatbot + human agent) for initial medical assessment. The first results indicate the importance of the chatbot’s purpose and the transparency of underlying data base. Furthermore, communication patterns conveying uncertainty reduction are found to be more important than chatbot’s social skills. The additional human expert complements the chatbot due to the possibility of more specific and detailed questioning and patients’ wish of having a responsible person.

KW - Management studies

KW - Chatbots

KW - Medibility

KW - Trust Building

M3 - Article in conference proceedings

T3 - Proceedings of the European Marketing Academy

BT - Proceedings of the 49th EMAC 2020 Annual Conference, Budapest, May 26-29, 2020

PB - European Marketing Academy

CY - Brüssel

T2 - 49th Annual of the European Marketing Academy - EMAC 2020

Y2 - 26 May 2020 through 29 May 2020

ER -