The main objective of this research note is to turn healthcare organizations’ and scholars’ attention to the challenges experienced by patients as they interact with various artificial intelligence (AI)-based applications, particularly interactive voice response (IVR) systems, in the healthcare industry. While the existing literature reveals a substantial scholarly interest in the adoption and utility of these technologies in various contexts, the paucity of comprehensive research investigating how some of these technologies lie in contrast to the culture of hospitality in healthcare and the potential health and financial risks involved are striking. More importantly, a multi-dimensional assessment tool to measure the quality of AI-based healthcare services has not been established yet.

本研究报告的主要目的是将医疗保健组织和学者的注意力转移到患者在与医疗保健行业中各种基于人工智能 (AI) 的应用程序，特别是交互式语音响应 (IVR) 系统交互时所遇到的挑战. 虽然现有文献表明学术界对这些技术在各种情况下的采用和实用性有着浓厚的兴趣，但缺乏全面的研究来调查其中一些技术如何与医疗保健中的热情好客文化以及所涉及的潜在健康和财务风险形成对比很引人注目。更重要的是，目前还没有建立衡量人工智能医疗服务质量的多维评估工具。