Chatbot usage intention analysis : veterinary consultation

This study uses artificial intelligence and big data technologies to develop a chatbot prototype for veterinary consultations. To understand pet owners’ behavioral intentions to use the chatbot for veterinary consultations, we modify the technology acceptance model to develop a usage intention model for the veterinary consultation chatbot. We survey members of a pet network community by using Google Forms to collect data and partial least squares structural equation modeling for analysis. The results indicate that the perceived accuracy, perceived completeness, and perceived ease of use increased pet owners' user satisfaction of veterinary consultation chatbot; the perceived convenience and pet owners' user satisfaction increased pet owners' behavioral intention to use chatbot for veterinary consultations. This study can be used as a basis for evaluation of using intelligent technologies in pet healthcare consultation and pet disease management.