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Publicação
From Anxiety to Trust: Understanding AI Chatbot adoption in Emergency Healthcare
| Nome: | Descrição: | Tamanho: | Formato: | |
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| 1.09 MB | Adobe PDF |
Orientador(es)
Resumo(s)
The integration of artificial intelligence (AI) in healthcare is transforming emergency
department (ED) operations by streamlining service efficiency. This study investigates the key
factors influencing the adoption of AI-driven chatbots to enhance patient flow and reduce
waiting times. A survey was conducted in Portugal with 296 individuals who often turn to the
internet for health advice and have experienced emergency situations where quick and
accurate guidance is critical, and analyzed using partial least squares. Grounded in UTAUT and
frameworks of security, trust, and anxiety, the model explained 76.7% of the variance in the
actual use of health chatbots. Anxiety moderates the relationship between intention to use
and actual use and behavioral intention mediates the relationship between trust and use. By
assessing symptoms and guiding patients to less-crowded hospitals, AI chatbots demonstrate
the potential to reduce ED congestion and improve decision-making.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Business Intelligence
Palavras-chave
Healthcare Chatbot User adoption UTAUT Perceived security Trust Anxiety SDG 3 - Good health and well-being SDG 9 - Industry, innovation and infrastructure SDG 10 - Reduced inequalities SDG 11 - Sustainable cities and communities SDG 16 - Peace, justice and strong institutions