Understanding Trust Determinants in a Live Chat Service on Familial Cancer: Qualitative Triangulation Study With Focus Groups and Interviews in Germany.

Hanna Luetke Lanfer Doreen Reifegerste Annika Berg Paula Memenga Eva Baumann Winja Weber Julia Geulen Anne Müller Andrea Hahne Susanne Weg-Remers

Published in: Journal of medical Internet research (2023)

Trust in a live chat for cancer information is formed by different dimensions and characteristics of trust. This study underscores the importance of understanding trust formation in digital health services and suggests potential enhancements for effective, trustworthy interactions in live chat services (eg, by providing biographies of the human medical experts to differentiate them from artificial intelligence chatbots).

Keyphrases

artificial intelligence
health information
healthcare
papillary thyroid
primary care
endothelial cells
big data
deep learning
systematic review
squamous cell
early onset
lymph node metastasis
pluripotent stem cells