Artificial intelligence and robots in healthcare: What are the success factors for technology-based service encounters?

Abstract

The technology-based service encounter has received significant attention with the advance of technology, especially artificial intelligence robots, in the healthcare industry. In the technology-based service encounter, the technology as a service provider plays a critical role in succeeding the service encounter. The purpose of this study is to develop a framework for the success factors of a technology-based service encounter in the healthcare industry. Roles of subjects (human and technologies) and success factors in the encounter are reviewed and proposed. A systematic literature review supports the proposed framework, which explains success factors for technology-based service encounters in the healthcare industry.