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Paper Type
ERF
Description
Digital technologies are widely used across the healthcare industry to provide a variety of services. Recently, chatbots, called digital mental health interventions (DMHIs), are increasingly used to provide mental health services to people in need. Given the shortage of mental health professionals needed to provide mental healthcare services, mental health chatbots are increasingly applied to augment these services. Studies indicate multiple response failures in these chatbots, which can lead to discontinuance of use by people in need. However, the nature of response failure and its effect on the discontinuance of mental health chatbots remain understudied. We plan to study this effect and utilize expectation disconfirmation theory and cognitive dissonance theory to guide the development of our propositions that investigate the impact of satisfaction, ease of use, and usefulness on the use discontinuance of mental health chatbots.
Paper Number
1427
Recommended Citation
Khan, Abdul Kader and Singh, Rahul, "Response Failure of Mental Health Chatbots: Examining the Impact on Discontinuance" (2023). AMCIS 2023 Proceedings. 7.
https://aisel.aisnet.org/amcis2023/sig_aiaa/sig_aiaa/7
Response Failure of Mental Health Chatbots: Examining the Impact on Discontinuance
Digital technologies are widely used across the healthcare industry to provide a variety of services. Recently, chatbots, called digital mental health interventions (DMHIs), are increasingly used to provide mental health services to people in need. Given the shortage of mental health professionals needed to provide mental healthcare services, mental health chatbots are increasingly applied to augment these services. Studies indicate multiple response failures in these chatbots, which can lead to discontinuance of use by people in need. However, the nature of response failure and its effect on the discontinuance of mental health chatbots remain understudied. We plan to study this effect and utilize expectation disconfirmation theory and cognitive dissonance theory to guide the development of our propositions that investigate the impact of satisfaction, ease of use, and usefulness on the use discontinuance of mental health chatbots.
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