Comparing and Contrasting the Technological and Psychological Factors of Virtual AI Usage in Mental Health Care Services between Providers and Patients: A Structural Equation Modeling Approach

Abstract The healthcare sector has experienced several transformations in recent years due to the advancement of technology. We investigated the factors that facilitate or prevent the acceptance of Artificial Intelligence (AI) virtual avatars in mental health between medical providers and patients. The current study evaluated the technological factors and psychological factors to further understand the discrepancy in accepting an AI virtual avatar for mental health care treatment. A total of 358 patients ( n = 202) and providers ( n = 153), from the USA, completed a variety of measures upon watching a video on understanding what a virtual avatar in healthcare is. Structural equation modeling was used to test a theoretical model, and it was revealed that perceived ease of use was deemed more impactful on perceived usefulness for the medical providers than it is for the patients. On the contrary, anthropomorphism was deemed more impactful on the perceived usefulness of the AI virtual avatar for the patients than it is for the medical providers. Moreover, compatibility for health care needs and the way patients’ mental health care is managed is a significant moderator for the patients. This current research contributes to the literature to better understand the discrepancies of acceptance of using AI avatar in mental health between the medical providers and the patients. Theoretical implications for the findings are discussed and recommendations for future research are proposed.