Disruptive innovation in the healthcare sector : the advent of AI chatbots

• Autor(a) principal: Hoppe, Niklas
• Data de Publicação: 2020
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10400.14/31219
• topic: Artificial Intelligence in Medicine (AIM); Healthcare; AI; Chatbots; Diagnosis; eHealth; Self-care; Inteligência Artificial em Medicina; Cuidados de saúde; IA; Diagnóstico; Autocuidado; Domínio/Área Científica::Ciências Sociais::Economia e Gestão

Over the last several decades, the healthcare sector has faced many challenges. These include a shortage of doctors, especially in rural areas, high clinical costs, and an increasing number of diseases needing to be treated. This thesis focuses on the potential and the limitations of an innovative way to solve problems in healthcare – use of AI chatbots. We highlight the user’s perspective concerning AI healthcare chatbot technology. Based on qualitative and quantitative research, we conclude that this novel technology offers new opportunities for diagnostics, enables work to be carried out more efficiently, and gives the patient the power to “self-diagnose”. AI chatbots have not yet reached their full potential due to legal restrictions, insufficient data, and the lack of capacity to integrate them into different systems. Even though the number of AI chatbot users is increasing, people trust chatbots less than doctors. To enhance user engagement and create a higher level of trust, credible entities such as doctors and the government could recommend the use of AI chatbots. The general acceptance of chatbots has to be analyzed per country since it is explained by socio-economic factors (education, age, income), personality-related factors (attitude to new things, curiosity) and communication behavior factors.