Exploring the perception, potentials, and barriers of AI-assisted services in Swiss health insurance companies: an expert and consumer interview study
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Autor:in (Körperschaft)
Publikationsdatum
2025
Typ der Arbeit
Studiengang
Typ
04B - Beitrag Konferenzschrift
Herausgeber:innen
Herausgeber:in (Körperschaft)
Betreuer:in
Übergeordnetes Werk
Proceedings of the European Marketing Academy, 54th
Themenheft
DOI der Originalpublikation
Reihe / Serie
Reihennummer
Jahrgang / Band
Ausgabe / Nummer
Seiten / Dauer
125777
Patentnummer
Verlag / Herausgebende Institution
Verlagsort / Veranstaltungsort
Madrid
Auflage
Version
Programmiersprache
Abtretungsempfänger:in
Praxispartner:in/Auftraggeber:in
Zusammenfassung
The healthcare sector is one of the key areas where artificial intelligence (AI) is expected to be extensively utilized. Specifically, health insurance companies anticipate benefits from implementing and offering AI-assisted services. However, from the perspective of Swiss health insurance companies (SHIC), there is a lack of understanding how such services (e.g., chatbots, voicebots, apps) are perceived and accepted by customers. We conducted two qualitative studies interviewing experts (n=6) and customers of SHIC (n=12) to address this research gap. The analyses reveal four value propositions by AI-assisted services for SHIC. In addition, six factors impacting consumers’ intention to use AI-assisted services were identified. From a practical perspective, SHIC must address the concerns of their customers and ensure that AI-assisted services function correctly and reliably from the start to maintain their customers’ trust.
Schlagwörter
AI-assisted services, Swiss health insurance companies, qualitative interviews
Fachgebiet (DDC)
Veranstaltung
EMAC 2025 Spring Conference
Startdatum der Ausstellung
Enddatum der Ausstellung
Startdatum der Konferenz
25.05.2025
Enddatum der Konferenz
30.05.2025
Datum der letzten Prüfung
ISBN
ISSN
Sprache
Englisch
Während FHNW Zugehörigkeit erstellt
Ja
Zukunftsfelder FHNW
Future Health
Publikationsstatus
Veröffentlicht
Begutachtung
Peer-Review der ganzen Publikation
Open Access-Status
Closed
Lizenz
Zitation
Hauser, M., Hudecek, M., Lüthi, A., Perrig, A.-C., Lohri, C., & Fischer, E. (2025). Exploring the perception, potentials, and barriers of AI-assisted services in Swiss health insurance companies: an expert and consumer interview study. In European Marketing Academy (Ed.), Proceedings of the European Marketing Academy, 54th (p. 125777). https://irf.fhnw.ch/handle/11654/54888