Do You Feel Special When an AI Doctor Remembers You? Individuation Effects of AI vs. Human Doctors on User Experience

Jin Chen, Cheng Chen, Joseph B. Walther, S. Shyam Sundar

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

You may feel special and believe that you are getting personalized care when your doctor remembers your name and your unique medical history. But, what if it is an AI doctor and not human? Since AI systems are driven by personalization algorithms, it is possible to design AI doctors that can individuate patients with great precision. Is this appreciated or perceived as eerie and intrusive, thereby negatively affecting doctor-patient interaction? We decided to find out by designing a healthcare chatbot that identified itself as AI, Human, or Human assisted by AI. In a user study assessing Covid-19 risk, participants interacted twice, 10 days apart, with a bot that either individuated them or not. Data show that individuation by an AI doctor lowers patient compliance. Surprisingly, a majority of participants in the human doctor condition thought that they chatted with an AI doctor. Findings provide implications for design of healthcare chat applications.

Original languageEnglish (US)
Title of host publicationExtended Abstracts of the 2021 CHI Conference on Human Factors in Computing Systems, CHI EA 2021
PublisherAssociation for Computing Machinery
ISBN (Electronic)9781450380959
DOIs
StatePublished - May 8 2021
Event2021 CHI Conference on Human Factors in Computing Systems: Making Waves, Combining Strengths, CHI EA 2021 - Virtual, Online, Japan
Duration: May 8 2021May 13 2021

Publication series

NameConference on Human Factors in Computing Systems - Proceedings

Conference

Conference2021 CHI Conference on Human Factors in Computing Systems: Making Waves, Combining Strengths, CHI EA 2021
Country/TerritoryJapan
CityVirtual, Online
Period5/8/215/13/21

All Science Journal Classification (ASJC) codes

  • Human-Computer Interaction
  • Computer Graphics and Computer-Aided Design
  • Software

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