Looking into the Future of Health-Care Services: Can Life-Like Agents Change the Future of Health-Care Services?

The increasing availability of computer-mediated knowledge and the advancement of information and communication technologies have altered the methods through which health care information is sought [3] [25] [30]. The Internet has had a significant impact on healthcare service and is a virtual medical library for an estimated 75-80% of users in developed countries [4] [5] [11]. On an average day, more than six million patients and their caregivers in the United States use the Internet to obtain health and medical information. This number exceeds the average daily number of 2.27 million Americans who make visits to physician offices [11] [18] [26]. Furthermore, not only patients but their caregivers want to get actively involved in the health-care management of their loved ones. In a research nearly 60% of people who identified themselves as caregivers use the Internet to find answers to their health-related questions [16]. This computer mediated environment has become, as Vargo and Lusch [32] argue, a fundamental hub where "people exchange to acquire the benefits of specialized competencies (knowledge and skills), or services."