Users Willingness to Use Healthcare Chatbot and its Perceived Impact on Health Self-Management: A Survey Study

Understanding the factors that influence users’ perceptions of healthcare chatbots is crucial for ensuring effective adoption and optimizing chatbots’ role in health service delivery. In this study, we conducted an online survey to identify specific beliefs and perspectives associated with users’ willingness to use healthcare chatbots and its perceived usefulness for health self-management. The results suggest that a willingness to use healthcare chatbots was positively associated with experiencing less tension during interactions with chatbots compared to interactions with clinician ( p < .001), using chatbots to prepare questions before medical appointments ( p = .003), and a willingness to recommend them to others ( p < .001). Views on health self-management using healthcare chatbots were also positively related to prior AI experience ( p < .001), data accuracy ( p = .025), time efficiency ( p = .022), and post-appointment use ( p < .001). These insights provide a nuanced understanding of user needs, enabling future chatbot designs to better address expectations and enhance user experience, satisfaction, and sustainable adoption.