Health-Seeking Behaviour and the use of Artificial Intelligence-based Healthcare Chatbots among Indian Patients

Abstract

Artificial Intelligence (AI) based healthcare chatbots can scale up healthcare services in terms of diagnosis and treatment. However, the use of such chatbots may differ among the Indian population. This study investigates the influence of health-seeking behaviour and the availability of traditional, complementary and alternative medicine systems on healthcare chatbots. A quantitative study using a survey technique collects data from the Indian population. Items measuring the awareness of chatbot’s attributes and services, trust in the chatbots, health-seeking behaviour, traditional, complementary and alternative medicine, and use of chatbots are adapted from previous scales. A convenience sample is used to collect the data from the urban population. 397 samples were fetched, and statistical analysis was done. Awareness of the chatbot’s attributes and services impacted the trust in the chatbots. Health-seeking behaviour positively impacted the use of chatbots and enhanced the impact of trust of a chatbot on the use of a chatbot. Traditional, complementary and alternative medicine was not included in the chatbot, which negatively impacted the use of chatbots. At the same time, it dampened the impact of trust in chatbots on the use of chatbots. The study was limited to the urban population and a convenience sampling because of the need to use the Internet and a smart device for accessing the chatbots. The results of the study need to be used cautiously. The results can be inferred from the relationships’ existence rather than the impact’s magnitude. The study’s outcome encourages the availability of chatbots due to the health-seeking behaviour of the Indian urban population. The study also highlights the need for creating intelligent agents with knowledge of Traditional, complementary and alternative medicine. The study contributes to the knowledge of using chatbots in the Indian context. When earlier studies focus mainly on the chatbot features or user characteristics in the intention studies, this study looks at the healthcare system and the services unique to India.