The Tendency of People to Use AI Chatbots for Health Consultations

As we all know, the rapid development of AI has had a significant impact that leads its widespread adoption across many sectors, including the healthcare industry. AI-powered chatbots have become quite popular as a tool for finding a wide range of health-related information due to their benefits, such as the speed of obtaining information, high accessibility, and relatively easy to use. This research aims to explore the factors that influence users’ intention to use AI for medical consultations. To support this goal, we have utilised the Technology Acceptance Model (TAM), which is commonly used in research about technology adoption. We have slightly improved the TAM by including the factor of Trust. Furthermore, we also utilised a qualitative approach through interviews to explore users’ experiences of using AI, specifically in the healthcare context. We aimed to interview at least fifteen participants in this study. The data obtained through the interviews were then analysed using Thematic Analysis to identify hidden patterns in the participants’ responses. Based on this analysis, we found that participants viewed AI as a highly useful tool for finding basic health information. However, their trust in AI remains mixed. Many participants still verify the information provided by AI through other sources, such as scientific journals, trusted healthcare websites, or by consulting a doctor directly. Furthermore, participants also view AI merely as a tool to assist in finding simple information and do not believe it can fully replace medical professionals. This view is supported by AI’s limitations in conducting physical examinations and its limited understanding of complex medical conditions. This study concluded that AI is still accepted only as a tool for finding basic information and initial medical consultations, not as a substitute for medical professionals