Healthcare Finance News July 13, 2020
When the perceived ability is the same, patients viewed chatbots more positively than human agents.
COVID-19 has placed tremendous pressure on healthcare systems, not only for critical care but also from an anxious public looking for answers.
Data from the Indiana University Kelley School of Business found that chatbots — software applications that conduct online chats via text or text-to-speech — working for reputable organizations can ease the burden on medical providers and offer trusted guidance to those with symptoms.
WHAT’S THE IMPACT
Researchers conducted an online experiment with 371 participants who viewed a COVID-19 screening session between a hotline agent — chatbot or human — and a user with mild or severe symptoms.
They studied whether chatbots were seen...
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