AI Chatbots Could Ease Demand on COVID-19 Hotlines

A solution to overtaxed COVID-19 hotlines could be only a chatbot away.

Researchers from the Indiana University Kelley School of Business found that when callers felt comfortable in the chatbot’s ability they considered the bot at least as good as a human.

“The primary factor driving user response to screening hotlines — human or chatbot — is perceptions of the agent’s ability,” said Alan Dennis, chair of internet systems at Kelley and corresponding author of the paper to be published in the Journal of the American Medical Informatics Association.

“When ability is the same, “he said, “Users view chatbots no differently or more positively than human agents.”

Noting that, as they write in their report, “The sudden unprecedented demand for [COVID-19] information is overwhelming resources,” Dennis and three other researchers set out to learn if people would use a chatbot and follow its advice. They presented text chats between callers and agents. Each study participant saw the same exact chat. Some were told the agent was a bot; others were told it was a human.

The researchers found the participants biased, believing the chatbots less able than a human agent. Those who trusted the provider of the chatbot service were more comfortable in the bot’s ability.

“The results show that the primary factor driving patient response to COVID-19 screening hotlines (human or chatbot) is users’ perceptions of the agent’s ability,” the researchers wrote. Driving that perception is the user’s trust in the provider of the screening hotline.

“A secondary factor for persuasiveness, satisfaction, likelihood of following the agent’s advice, and likelihood of use was the type of agent, with participants reporting they viewed chatbots more positively than human agents.”

“This positive response may be because users feel more comfortable disclosing information to a chatbot, especially socially undesirable information, because a chatbot makes no judgment,” they theorized.

To make hotline callers more comfortable and confident speaking with a chatbot, the researchers suggest the sponsoring organization develop “a strong messaging campaign that emphasizes the chatbot’s ability. Because trust in the provider strongly influences perceptions of ability, building on the organization’s reputation may also prove useful.”

Resume Tricks for 2022
General Interest Green Key News Worklife

Resume Tricks for 2022

#WeAreGreenKey: Spotlight on Kornelia Klukowska
Accounting + Finance General Interest Green Key News Worklife

#WeAreGreenKey: Spotlight on Kornelia Klukowska

When to Say Goodbye to a Candidate
General Interest Green Key News Worklife

When to Say Goodbye to a Candidate

#WeAreGreenKey: Spotlight on Allison Vogt
General Interest Green Key News Worklife

#WeAreGreenKey: Spotlight on Allison Vogt

Green Key Unlocked: The Growth of Professional Support
General Interest Green Key News Professional Support Worklife

Green Key Unlocked: The Growth of Professional Support

#WeAreGreenKey: Spotlight on Brittany Leader
General Interest Green Key News Healthcare Worklife

#WeAreGreenKey: Spotlight on Brittany Leader

Green Key Unlocked: FAQs of Working with a Recruiter
General Interest Green Key News Pharma Worklife

Green Key Unlocked: FAQs of Working with a Recruiter

Green Key Announces New Senior Partners
General Interest Green Key News Worklife

Green Key Announces New Senior Partners

Green Key Against Gun Violence
General Interest Green Key News

Green Key Against Gun Violence

How to Support Mental Health in the Workplace
General Interest Green Key News Worklife

How to Support Mental Health in the Workplace

#WeAreGreenKey: Spotlight on Larry Goodman
General Interest Green Key News Pharma Worklife

#WeAreGreenKey: Spotlight on Larry Goodman

#WeAreGreenKey: Spotlight on Mike Glock
Accounting + Finance Financial Services General Interest Worklife

#WeAreGreenKey: Spotlight on Mike Glock

How to Make Your Candidate an Attractive Offer
General Interest Green Key News Worklife

How to Make Your Candidate an Attractive Offer

Tips for Recent Grads
General Interest Green Key News Worklife

Tips for Recent Grads

#WeAreGreenKey: Spotlight on Patrick Friel
Accounting + Finance General Interest Green Key News Worklife

#WeAreGreenKey: Spotlight on Patrick Friel

Working Moms at GKR
General Interest Green Key News Healthcare Human Resources Pharma Professional Support Worklife

Working Moms at GKR

Green Key Resources Opens New Jersey Office
General Interest Green Key News Worklife

Green Key Resources Opens New Jersey Office

#WeAreGreenKey: Spotlight on Tim Durkin
Accounting + Finance General Interest Green Key News Worklife

#WeAreGreenKey: Spotlight on Tim Durkin

Green Key Unlocked: Onboarding & Training in Agency Recruiting
General Interest Green Key News Worklife

Green Key Unlocked: Onboarding & Training in Agency Recruiting

How to Beat Work from Home Fatigue
General Interest Green Key News Worklife

How to Beat Work from Home Fatigue

Latest Blog Posts
View All Posts
Resume Tricks for 2022

Resume Tricks for 2022

To keep you on top of the resume trends, we've put together a comprehensive list of tricks and tips to...
Read More
#WeAreGreenKey: Spotlight on Kornelia Klukowska

#WeAreGreenKey: Spotlight on Kornelia Klukowska

Coming directly from the accounting industry, Kornelia started her recruiting career six months ago and is already succeeding tremendously in...
Read More
When to Say Goodbye to a Candidate

When to Say Goodbye to a Candidate

As a recruiter, you will come across many talented and attentive individuals. However, there will always be candidates who display...
Read More