TY - JOUR
T1 - AI-Powered mental health chatbots
T2 - Examining users’ motivations, active communicative action and engagement after mass-shooting disasters
AU - Cheng, Yang
AU - Jiang, Hua
N1 - Funding Information:
CUSE Grant, S.I. Newhouse School of Public Communications, Syracuse University.
Publisher Copyright:
© 2020 John Wiley & Sons Ltd
PY - 2020/9/1
Y1 - 2020/9/1
N2 - Chatbots are gaining their popularity in society and have triggered heated discussions in academia as well. Currently, few studies explored the applications of AI-powered mental health chatbots in a mass-shooting disaster context. Via integrating literature from multi-disciplines such as crisis management, mental health and digital communication, this quantitative study intends to contribute to close this gap and explore the associations between perceived gratifications and protection motivations of using mental health chatbot services, active communicative action, and online and offline engagement behaviours of solving mental health problems after disasters. This study surveyed 1,114 US participants who ever used chatbot services from top healthcare companies. Implications of the results enhance theoretical discussions on how artificial intelligence has shaped individuals’ motivations, communicative action and engagement behaviour to treat mental health problems. This study also benefits professionals who want to learn more about chatbots for mental healthcare, crisis management and customer engagement.
AB - Chatbots are gaining their popularity in society and have triggered heated discussions in academia as well. Currently, few studies explored the applications of AI-powered mental health chatbots in a mass-shooting disaster context. Via integrating literature from multi-disciplines such as crisis management, mental health and digital communication, this quantitative study intends to contribute to close this gap and explore the associations between perceived gratifications and protection motivations of using mental health chatbot services, active communicative action, and online and offline engagement behaviours of solving mental health problems after disasters. This study surveyed 1,114 US participants who ever used chatbot services from top healthcare companies. Implications of the results enhance theoretical discussions on how artificial intelligence has shaped individuals’ motivations, communicative action and engagement behaviour to treat mental health problems. This study also benefits professionals who want to learn more about chatbots for mental healthcare, crisis management and customer engagement.
KW - artificial intelligence(AI)
KW - chatbots
KW - crises
KW - engagement
KW - mass shootings
KW - mental health
KW - situational theory of problem-solving (STOPS)
UR - http://www.scopus.com/inward/record.url?scp=85091714989&partnerID=8YFLogxK
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U2 - 10.1111/1468-5973.12319
DO - 10.1111/1468-5973.12319
M3 - Article
AN - SCOPUS:85091714989
SN - 0966-0879
VL - 28
SP - 339
EP - 354
JO - Journal of Contingencies and Crisis Management
JF - Journal of Contingencies and Crisis Management
IS - 3
ER -