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    User reactions to COVID-19 screening chatbots from reputable providers

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    Name:
    Ayabakan-PrePrint-2020.pdf
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    Genre
    Pre-print
    Date
    2020-07-06
    Author
    Dennis, Alan R.
    Kim, Antino
    Rahimi, Mohammad
    Ayabakan, Sezgin cc
    Department
    Management Information Systems
    Subject
    Public health
    Information technology
    Chatbot
    Health screening
    Permanent link to this record
    http://hdl.handle.net/20.500.12613/254
    
    Metadata
    Show full item record
    DOI
    https://doi.org/10.1093/jamia/ocaa167
    Abstract
    Objective: The objective was to understand how people respond to 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. Asians perceived higher ability and benevolence than Whites. Conclusion: 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.
    Citation
    Alan R Dennis, Antino Kim, Mohammad Rahimi, Sezgin Ayabakan, User reactions to COVID-19 screening chatbots from reputable providers, Journal of the American Medical Informatics Association, , ocaa167, https://doi.org/10.1093/jamia/ocaa167
    Citation to related work
    Oxford University Press
    This article has been accepted for publication in Journal of the American Medical Informatics Association Published by Oxford University Press
    Has part
    Journal of the American Medical Informatics Association
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    For Americans with Disabilities Act (ADA) accommodation, including help with reading this content, please contact scholarshare@temple.edu
    ae974a485f413a2113503eed53cd6c53
    http://dx.doi.org/10.34944/dspace/238
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    COVID-19 Research

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