Background: The emerging Artificial Intelligence (AI) based Conversational Agents (CA) capable of delivering evidence-based psychotherapy presents a unique opportunity to solve longstanding issues such as social stigma and demand-supply imbalance associated with traditional mental health care services. However, the emerging literature points to several socio-ethical challenges which may act as inhibitors to the adoption in the minds of the consumers. We also observe a paucity of research focusing on determinants of adoption and use of AI-based CAs in mental healthcare. In this setting, this study aims to understand the factors influencing the adoption and use of Intelligent CAs in mental healthcare by examining the perceptions of actual users. Method: The study followed a qualitative approach based on netnography and used a rigorous iterative thematic analysis of publicly available user reviews of popular mental health chatbots to develop a comprehensive framework of factors influencing the user’s decision to adopt mental healthcare CA. Results: We developed a comprehensive thematic map comprising of four main themes, namely, perceived risk, perceived benefits, trust, and perceived anthropomorphism, along with its 12 constituent subthemes that provides a visualization of the factors that govern the user’s adoption and use of mental healthcare CA. Conclusions: Insights from our research could guide future research on mental healthcare CA use behavior. Additionally, it could also aid designers in framing better design decisions that meet consumer expectations. Our research could also guide healthcare policymakers and regulators in integrating this technology into formal healthcare delivery systems. Available at: https://aisel.aisnet.org/pajais/vol12/iss2/1/ Recommended Citation Prakash, Ashish Viswanath and Das, Saini (2020) "Intelligent Conversational Agents in Mental Healthcare Services: A Thematic Analysis of User Perceptions," Pacific Asia Journal of the Association for Information Systems: Vol. 12: Iss. 2, Article 1. DOI: 10.17705/1pais.12201
Purpose
The purpose of the study is to analyse the perception of students toward a computer-based exam on a custom-made digital device and their willingness to adopt the same for high-stake summative assessment.
Design/methodology/approach
This study followed an analytical methodology using survey design. A modified version of students’ perception of e-assessment questionnaire (SPEAQ) was used to elicit information from the subjects, who were drawn from a first-year post-graduate course in management and commerce, soliciting voluntary participation in the survey. SmartPLS 2.0 was the major analytical tool used to understand the theoretical robustness of observed and latent variables through structural equation modelling. The final model was retained based on the structural significance of the path coefficients.
Findings
The results of the study offer ample evidence to establish the proposed theoretical relationship. It was found that the subjects of the study maintained a positive attitude toward e-assessment. Hence, the introduction of e-exams for high-stake assessment is suitable to current generation students.
Research limitations/implications
Findings of the study may be irrelevant to students who are not subject to e-learning processes, as an e-assessment can only be effective when students have ample exposure to working on computers.
Practical/implications
A major practical implication of the study is that e-exams will positively influence the outcome of education and effectiveness of the teaching–learning process. Technology, as an eclectic paradigm, can amplify the educational outcome by boosting the competency of students to meet challenges of any emerging situations.
Originality/value
The idea of an e-exam, using a custom-made device, is unprecedented. This paper offers a convincing empirical evidence to academic administrators to integrate e-assessment with e-learning programs.
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