Digital Doctors and Robot Receptionists
Andrew Gambino, Jin Young Kim, S. Shyam Sundar · 2019
Advances in artificial intelligence offer the promise of accessibility, precision, and personalized care in health settings. However, growth in technology has not translated to commensurate growth in automation of healthcare facilities. To gain a better understanding of user psychology behind the acceptance of automation in clinics, a 3 (Role: Receptionist, Nurse, Doctor) x 3 (Digital Agent Representation: Human, Avatar, Robot) factorial experiment (N = 283) was conducted. Results suggest that the digital nature of the interaction overpowers any individual role effects, with acceptance depending upon individual traits (belief in machine heuristic; power usage). Implications for theory and the design of digital healthcare facilities are discussed.