Living with artificial intelligence – developing a theory on trust in health chatbots

• Main Authors: WANG, Weiyu, SIAU, Keng
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2018
• Subjects: Chatbots; Human-intelligent agent interaction; Trust building; Artificial intelligence; Healthcare; Artificial Intelligence and Robotics; Databases and Information Systems; Health Information Technology
• Online Access: https://ink.library.smu.edu.sg/sis_research/9402; https://ink.library.smu.edu.sg/context/sis_research/article/10402/viewcontent/HCI_MIS_Workshop_Proceedings_Format.pdf
• Institution: Singapore Management University

The current world is AI-filled and AI-fueled. Humans need to be able to live in harmony with AI. In this research, we aim to develop a theory on Trust between human and health chatbots. With the development of intelligent personal assistants, chatbots are becoming common and ubiquitous. Chatbots can behave as a conversational partner, complete information acquisition, and provide responses to inquiries. Chatbots have been widely used in the healthcare area, supporting physicians and assisting patients. The potential threats to privacy issues and the unpredictable performances of the chatbots hindered people’s trust and adoption of the new technology. This research-in-progress paper discusses building a theory on trust in health chatbots. We will use a qualitative approach, Keeney’s Value-Focused Thinking, in this theory-building exercise. Interviews with health chatbot vendors, users, and executives in medical centers that utilize health chatbots will be conducted.