Automation in Healthcare: Top Chatbot Use Cases for Patient & Employee Experience

Conversational chatbots are created for being contextual tools that provide responses as per the user’s requirements. Besides, it comes with various maturity levels that offer a similar intensity of the conversation. Basically, it is a type of chatbot that comes with higher levels of intelligence that can provide some pre-designed answers. This is because the medical chatbots consider the entire conversation as one and don’t read each line.

In addition to this, conversational AI chatbot technology uses NLP and NLU to power the devices for understanding the human language. They are expected to become increasingly sophisticated and better integrated into healthcare systems. Advances in natural language processing and understanding will make chatbots more interactive and human-like, while AI will continue to enhance diagnosis, treatment planning, patient care, and administrative tasks. AI and chatbot integration in healthcare refers to the application of Artificial Intelligence and automated response systems (chatbots) within the healthcare sector. This technology can assist with tasks such as scheduling appointments, reminding patients of medication times, answering medical inquiries, providing healthcare information, and more.

Provide information about Covid or other public health concerns

Chatbots can be used on social media to help answer questions and make users feel more comfortable with their healthcare decision. They are ideal for answering questions that people have about insurance, prescriptions, and health-related matters. Babylon Health offers AI-driven consultations with a virtual doctor, a chatbot, and a real doctor. For instance, a Level 1 maturity chatbot only provides pre-built responses to clearly-stated questions without the capacity to follow through with any deviations. So, one way to provide a better experience and relieve the impact of budget constraints is – you guessed it – chatbots. Aside from setting the chatbot up and optimizing it from time to time, it helps with automating and scaling patient support.

The number of interactions patients have with healthcare experts varies significantly depending on their stage of treatment. For example, post-treatment patients may have frequent check-ups with a doctor, but they are otherwise responsible for following their post-treatment plan. For doctors, AI’s analytical capabilities provide access to structured dashboards where all information gathered about each patient finds its home. Adherence rates, medication numbers, and treatment check-ins are all available with a single click for each patient.

Top 15 Use Cases for Chatbots in Healthcare

These requests don’t warrant a phone call, but they are inconvenient and time-consuming without technology. If you aren’t already using a chatbot for appointment management, then it’s almost certain your phone lines are constantly ringing and busy. With an AI chatbot, patients can send a message to your clinic, asking to book, reschedule, or cancel appointments without the hassle of waiting on hold for long periods of time. Using an AI chatbot can make the entire experience more personal and give them the impression they are speaking with a human. In this regard, a conversation with an AI Assistant would efficiently substitute the initial phone call you might make to your doctor to discuss your concerns, before making an in-person appointment. Implementing a chatbot for appointment scheduling removes the monotony of filling out dozens of forms and eases the entire process of bookings.

Users can simply ask about non-prescription drugs available over the counter and inquire about their potential interactions with their prescription medications. For instance, if a patient is taking a specific medication for a chronic condition and is considering taking an OTC pain reliever, they can consult the AI chatbot. The chatbot would promptly provide detailed information on the possible effects, risks, and interactions between the OTC drug and their prescription medication. This empowers users to make informed decisions about their healthcare, ensuring the safety and effectiveness of their treatment regimens.

Gamification – Healthcare Chatbot Apps

Healthcare professionals often face tons of work while managing the case files and reports of the patients. Chatbots can be a administrative stress-reliever for medical staff’s daily routine. There are patients who wouldn’t prefer to have a chat about their medical issues with a bot. But with chatbots coming into the picture, this has become a huge problem. Therefore, chatbots are one of the reasons behind patients feeling detached from their healthcare professionals. For patients who require healthcare support regularly, chatbots are really beneficial as they help patients in having an effective connection with the doctors.

The results show a substantial increase in the interest of chatbots in the past few years, shortly before the pandemic. Half (16/32, 50%) of the research evaluated chatbots applied to mental health or COVID-19. Most chatbots were text-based (42 cases), 4 were voice-based, and 4 had both text and voice options. Finally, interactions with chatbots were primarily designed to be user-initiated, with only 3 chatbots initiating conversations (Cases 29, 34, and 51). Deploying chatbot in healthcare is very beneficial as it acts as an all-in-one solution to answering all general questions of patients in just seconds.

Key Risks and Challenges of Chatbots in Healthcare

I am looking for a conversational AI engagement solution for the web and other channels. Chatbots are integrated into the medical facility database to extract information about suitable physicians, available slots, clinics, and pharmacies  working days. “Historically, it has been a personal and time-intensive industry, but we see more and more automation.

• For example, if a patient holds an employer-provided plan with a high deductible and needs coverage for a surgery costing $3,000, the cost of healthcare is zero.
• This chatbot solution helps patients get all the details they need about a cancer-related topic in one place.
• From Tech Consulting, End-to-End Product Development to IT Outsourcing Services!
• Some of these platforms, e.g., Telegram, also provide custom keyboards with predefined reply buttons to make the conversation seamless.

Chatbots were designed either for the general population (35 cases) or for a specific population (17 cases). The general population audience could be as broad as the world (e.g., the WHO chatbot) or a country (e.g., the CDC chatbot in the United States). Many state or regional governments also developed their own chatbots; for instance, Spain has 9 different chatbots for different regions.

Collect patients’ data and feedback

In another study, however, not being able to converse naturally was seen as a negative aspect of interacting with a chatbot [20]. Our inclusion criteria were for the studies that used or evaluated chatbots for the purpose of prevention or intervention and for which the evidence showed a demonstrable health impact. We included experimental studies where chatbots were trialed and showed health impacts. We chose not to distinguish between embodied conversational agents and text-based agents, including both these modalities, as well as chatbots with cartoon-based interfaces.

They can handle requests without the need for human intervention, which frees up the busy customer service agents who can work on more complex issues. You can use them to send a push notification to customers to purchase items they’ve left in their shopping cart or recommend similar products. Businesses have come to realize that websites are no longer a one-way channel of communication.

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