The Impact of Trust in AI Chatbots on Users’ Behavior in Online Health Communities

Current literature lacks sufficient evidence on adoption of AI conversational agents (chatbots) in the healthcare industry. This research paper aims to fill this gap by investigating the acceptance of chatbots in Online Health Communities (OHCs) through a defined research model. The study examines the influence of specific features on users’ intentions and actual usage of these communities. A quantitative methodology is employed, utilizing the proposed research model to analyse users’ behavior and intentions towards AI conversational agents/chatbots in OHCs. A total of 632 responses were received from 62 countries, of which 443 were complete. The findings highlight the interconnectedness between AI conversational agents/chatbots and OHCs, particularly their impact on users’ Behavioral Intention (BI). The Trust variable is found to significantly influence participants’ Behavioral Intention (BI) and Usage Behavior (UB) towards AI conversational agents/chatbots in OHCs. Additionally, factors such as experience in chatbots, experience in technology, occupation, and geographical zones are identified as significant moderators that affect BI and UB.