Generation Y Health Care Professionals and Their Acceptance of Chatbots

Medical chatbots are already used regularly by patients and health care professionals (HCPs). By the end of 2020, the majority of practicing HCPs were born between 1980 to 1994. In other words, most HCPs currently belong to Generation Y, who are generally assumed to be more open towards new digital technologies. The aim of this study was to evaluate HCP acceptance and influencing factors on the latter of a chatbot-based information platform as a proxy for information that HCPs usually provide to patients. This research of 99 HCP showed that system relevance and the innovative elements of the chatbot itself were essential factors in perceiving the chatbot as useful. The innovative elements also had a positive effect on perceived ease of use. Our study provides insights into user acceptance of chatbots supporting the work of HCPs and is a starting point for further discussions and generational change in the labor market for HCPs.