Benefits of Conversational AI in the Healthcare Sector

8 septiembre, 2023

How Conversational AI Has Revolutionized the Healthcare Industry

According to the estimates of the World Health Organization (WHO), we need over 4 million health professionals in addition to the current workforce worldwide, to be able to offer quality healthcare to the entire population. The healthcare industry is under constant pressure to meet the needs of patients and employees. Current inefficiencies in the UK’s National Health Service (NHS) have culminated in extended wait times for hospital admission, difficulties in arranging appointments, and critical staff shortages. The healthcare Chatbots built with conversational AI will have the information required by patients & service providing, and it helps to connect patients with a service provider within a minute in a single conversation. Enhancing patient engagement can make real business sense, and it also helps to be ahead of your competitors.

By leveraging the power of AI-powered chatbots healthcare providers can offer better patient care, further healthcare outcomes, improve operational efficiency, and save costs in the long run. AI-driven chatbots leverage Natural Language Processing (NLP), ML, contextual awareness, multi-intent understanding, and other functionalities to address the new complexities of modern users’ healthcare journeys. Such lower-cost, self-service channels can also understand user intent, ask relevant clarification questions, and provide answers in the shortest possible time. They can carry on independent conversations with users and quickly provide the information they need in a user-friendly, low-friction format. These conversations can even be asynchronous, so users can leave and return to the conversation at some other time.

Digital Solutions to Top Customer Onboarding Challenges

Metrics such as call volume and response time, conversation length, patient satisfaction (CSAT), and first contact resolution can be measured and analyzed to evaluate the effectiveness of patient interactions. Conversational AI is a more advanced form of virtual assistants and is built to simulate actual human conversations. Conversational AI refers to platforms that use AI technology like Natural Language Processing (NLP) and machine learning to hold conversations with users.

This way, doctors can monitor their adherence and the number of medications left to prepare a refill in advance. Apart from emergency and routine hospital visits, patients need information and access to tools for regular health monitoring. This reduces the pressure on customer support teams to provide timely responses to all queries. Often, admin tasks take a backseat at hospitals and medical centers due to large query volumes. To combat this, organizations have started leveraging AI assistants to deal with customers’ routine queries.

Conversational AI in Healthcare: 7 Important Use Cases

Data used to train the bot can be collected from various sources within the healthcare institution. Organisational structure, info on doctors and physicians, key specialisations of treatment, FAQ sections, internal wiki documents can be helpful. Patient Data Privacy and SecurityProtecting customer data and ensuring privacy is an important consideration in any technology adoption, irrespective of the industry. But in healthcare, where it is often a life or death matter, the stakes are much higher.

Not all chatbots make use of AI and only have scripted, predefined responses that deliver answers to specific questions via rule-based programming. This chatbot uses brief daily conversations, mood tracking, personalized education, and cognitive behavioral therapy techniques to improve users’ mental health. Woebot checks in on mood and mental health symptoms, then recommends cognitive behavioral therapy (CBT) exercises, teaches stress management and coping methods, and provides encouraging feedback.

That data is invaluable when it comes to ranking potential candidates and organizing them in terms of priority. A human worker is more likely to bring in their own personal biases, whereas conversational AI can rank candidates on the hard facts. Integrating a prebuilt AI solution into a mobile app also includes further training it on the client’s datasets in eventual costs. With the assistance of Eastern European outsourcing companies like Mind Studios, it will cost you about $15,000 to integrate per single mobile platform.

While we live in an Internet-backed world with easy access to information of all sorts, we are unable to get personalized healthcare advice with just an online search for medical information. This is where conversational AI tools can be put to use to check symptoms and suggest a step-by-step diagnosis. It can lead a patient through a series of questions in a logical sequence to understand their condition that may require immediate escalation. At times, getting an accurate diagnosis following appointment scheduling is what a patient needs for further review. Conversational AI has turned into an optimal self-service method for the healthcare industry. For example, many users find it difficult to search for relevant answers via the search function on websites if their queries do not involve the same terminology as in existing FAQs.

Conversational AI allows patients to stay on top of their physical health by identifying symptoms early and consulting healthcare professionals online whenever necessary. Haptik’s AI Assistant, deployed on the Dr. LalPathLabs website, provided round-the-clock resolution to a range of patient queries. It facilitated a seamless booking experience by offering information about nearby test centers, and information on available tests and their pricing. The latter was particularly important from a customer experience standpoint, given that there is understandably a lot of anxiety that surrounds an impending test report, which makes a swift response all the more appreciated. Billing teams won’t waste hours calling to remind patients their payments are due, and patients will have easy access to any follow-up care they may need. For example, if a patient has a broken leg, once their cast is off, conversational AI tools can prompt a text message to help them schedule physical therapy.

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