Providers’ Perceptions of Radical Technological Innovation (RTI) in Healthcare: An Exploratory Study Using Chatbot Technology as an Exemplar

ABSTRACT:Radical technological innovations (RTIs) transformed how healthcare professionals disseminate information and improved the processes by which they care for their patients. Artificial Intelligence (AI) in particular is spawning many tools, such as chatbot systems, which have the capability to transform patient care. Despite its potential benefits, they cannot be integrated into practice without the support of the healthcare providers. This qualitative study explores the perceptions and cognitions of providers in healthcare organizations regarding RTI and to determine how their previous experiences with technological change affect these perceptions. The insights generated from this study help to discover intra-organizational and inter-organizational factors that influence the adoption of technology in the healthcare context.