The Impact of Trust in AI Chatbots on Users’ Behavior in Online Health Communities

Alain Osta, Angelika Kokkinaki, Charbel Chedrawi

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Current literature lacks sufficient evidence on adoption of AI conversational agents (chatbots) in the healthcare industry. This research paper aims to fill this gap by investigating the acceptance of chatbots in Online Health Communities (OHCs) through a defined research model. The study examines the influence of specific features on users’ intentions and actual usage of these communities. A quantitative methodology is employed, utilizing the proposed research model to analyse users’ behavior and intentions towards AI conversational agents/chatbots in OHCs. A total of 632 responses were received from 62 countries, of which 443 were complete. The findings highlight the interconnectedness between AI conversational agents/chatbots and OHCs, particularly their impact on users’ Behavioral Intention (BI). The Trust variable is found to significantly influence participants’ Behavioral Intention (BI) and Usage Behavior (UB) towards AI conversational agents/chatbots in OHCs. Additionally, factors such as experience in chatbots, experience in technology, occupation, and geographical zones are identified as significant moderators that affect BI and UB.

Original languageEnglish
Title of host publicationLeading and Managing in the Digital Era - Shaping the Future of Work and Business Education
EditorsGregory Prastacos, Nancy Pouloudi
PublisherSpringer Science and Business Media Deutschland GmbH
Pages205-219
Number of pages15
ISBN (Print)9783031657818
DOIs
Publication statusPublished - 2024
Externally publishedYes
EventInternational Conference on Leading and Managing in the Digital Era, LMDE 2023 - Athens, Greece
Duration: 19 Jun 202320 Jun 2023

Publication series

NameLecture Notes in Information Systems and Organisation
Volume69 LNISO
ISSN (Print)2195-4968
ISSN (Electronic)2195-4976

Conference

ConferenceInternational Conference on Leading and Managing in the Digital Era, LMDE 2023
Country/TerritoryGreece
CityAthens
Period19/06/2320/06/23

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