Eleven Use Cases of Chatbots in the Healthcare Industry

Healthcare setups across the globe are quickly realizing that there isn’t a better time to expand their healthcare services. These institutions are delivering an outstanding experience to their patients by combining the benefits of healthcare chatbots with the reach of the world’s most popular messaging app, WhatsApp. Chatbots are a handy healthcare tool, providing patients with quick and reliable information on many health topics.

Healthcare industry opens a range of valuable chatbot use cases, including personal medication reminders, symptom assessment, appointment scheduling, and health education. These virtual assistants improve patient engagement, streamline administrative tasks, and contribute to evidence-based clinical decision-making. With the help of healthcare chatbots, patients can take control over their appointment-making in an efficient way, eliminating frustrating wait times or lengthy paperwork that comes along with it. As technology continues to evolve, so does the potential for these tools to simplify access to healthcare providers and improve patient engagement.

Frequently asked questions

Another, at the University of California San Francisco (Case 12), sends an email or text to employees to remind them to use the chatbot to get an entry pass (e.g., prior to their shift) that clears them to report to work. The most common anthropomorphic feature was gender with 9 chatbots being female, 5 male, and 1 transgender. In addition, 1 chatbot had its gender randomly assigned for each interaction (Case 22) and 1 gave the user the option to choose (Case 28). Thirty chatbots were embedded within a specific organization’s platform (e.g., Case 1, Clara on the CDC’s website). Embedding a chatbot within a high-traffic platform can enhance its visibility and discoverability and reduce the effort required to engage with it.

Another significant aspect of conversational AI is that it has made healthcare widely accessible. People can set and meet their health goals, and receive routine tips to lead a healthy lifestyle. The need to educate people about the facts behind a particular health-related issue, and to undo the damage caused by misinformation, does place an additional burden on medical professionals. A powerful tool for disseminating accurate and essential information to those who need it would definitely be a great asset, and that’s where Conversational AI can help. The COVID-19 pandemic reinforced a lesson that we’ve always known but often forget – the only things that spread faster than infections during a healthcare crisis are misinformation and panic. But even during normal circumstances, inaccurate or false information about health or disease-related issues causes harm to individuals and communities.

Increase Patient Engagement

Freshchat’s work with Delivery Hero helps the quick commerce company facilitate two-way messaging between its support team and riders. Communication is key for Delivery Hero to make deliveries quickly and without issue. Unlike email, which may be checked less frequently, people check their phone notifications several times throughout the day. Conversational AI solutions help track body weight, what and which medications to take, health goals that people are on course to meet, and so on. In addition, patients have the tools and information available on their fingertips to manage their own health.

Enterprises have successfully leveraged AI Assistants to automate the response to FAQs and the resolution of routine, repetitive tasks. A well-designed conversational assistant can reduce the need for human intervention in such tasks by as much as 80%. This enables firms to significantly scale up their customer support capacity, be available to offer 24/7 assistance, and allow their human support staff to focus on more critical tasks. A symptom checker bot, such as Conversa, can be the first line of contact between the patient and a hospital.

WhatsApp chatbots play a vital role in reducing miscommunication and redundancies from various processes as it requires no involvement of humans. Moreover, these chatbots can also be integrated with various medical systems operating from the backend to pull out information such as top practitioners, available slots, consultancy charges, pharmacy hours, etc. WhatsApp chatbots can further be integrated with internal databases allowing them to learn, train and eventually enhance the answer accuracy. WhatsApp is the most used messaging application globally and it has successfully surpassed Facebook Messenger, iMessage, and other popular messaging apps. WhatsApp being the most dominant messaging app has led small and large businesses to make the most of this to enhance their customer experience and support.

From the doctor’s perspective, it becomes easy to process prescription refills in batches or automate them without intervening personally. Skien Technologies has years of experience in developing specialized chatbots that can function based on any set of guidelines. The majority of the customer queries that come in a healthcare institution are urgent in nature and demand immediate attention. WhatsApp chatbots powered by NLP are trained and have the capacity to comprehend user queries and give out accurate responses in real-time. WhatsApp chatbots are now facilitating great opportunities for healthcare institutions to enhance customer support in real-time, helping hospitals scale up their processes. Requesting prescription refills is integral to healthcare but can often be inconvenient for patients.

Health Care

Knowledge domain classification is based on accessible knowledge or the data used to train the chatbot. Under this category are the open domain for general topics and the closed domain focusing on more specific information. If a customer is having trouble connecting to the internet, the chatbot can run a diagnostic test and provide a solution.

You can do post-visit surveys to learn how your customers feel after speaking with you. Were they able to book an appointment easily and if they faced any challenges while making an online payment? You can use your bot to send test results to your patients so they don’t have to collect them in person. Your patients can also use healthcare chatbots on WhatsApp to check the price of different tests and keep a track of their pending medical reports. Healthcare chatbots on WhatsApp can easily book appointments with doctors based on their availability. The bot can also keep track of follow-ups and visits for specific patients via third-party APIs.

Chatbots can provide mental health assistance.

Then the chatbot will send the refill request to a doctor who will make the final decision and will notify the patient when it is ready. Thus, it helps to reduce the patient mortality rates significantly across the multiple regions where the healthcare system is integrated. Frequent queries overload a medical support team and will keep them occupied, which will result in missing out on other patients. In this case, it has become very difficult for an agent to answer all these queries. If you are planning to get started with a project related to machine learning or artificial intelligence system development, contact Inferenz experts. The AI and ML professionals will help you integrate advanced technology into your organization without spending out of your budget.

That’s especially useful in times when claims are so numerous  that they make it difficult for policyholders to get through to your call center (e.g. in cases of natural disasters). So, a chatbot can be there 24/7 to answer frequently asked questions about items like insurance coverage, premiums, documentation, and more. To improve healthcare operations and improve consumer satisfaction, many processes can be automated. By doing so, they can better serve their patients and potentially save lives because they can access the patient’s medical history quickly. Patients can use the chatbot to send a copy of necessary documents directly over the bot rather than having to email them, upload them on the website of the healthcare institution, or bring them with them for their visit. Any questions that require individualized attention from healthcare professionals can be conveniently sent to them using the live chat feature.

Column 1 shows the number of chatbots for each combination of information dissemination use cases. With everything that goes on in our day to day lives, we can forget to take our medicines on time. This is true for children who must balance school, extracurricular activities and social lives. Also, adults who spend a significant portion of their day working and traveling, and elderly patients who might have a hard time remembering things.

As there are many other chatbot use cases in healthcare, we have listed out leading use cases which help to balance automation along with human support. As chatbot technology in the healthcare sector is constantly evolving, it has reduced the burden on the hospital workforce and has improved the scalability of patient communication. Are you looking for a service provider in healthcare software development then Flutter Agency can surely help you to solve your problem. AI-enabled chatbots can be used to check patients’ symptoms online, book appointments, contact doctors via video call, or answer simple medical questions.

They do not require individual attention from medical professionals and are constantly coming in. They could receive reminders via a chatbot whenever they need to take their medications, ensuring that they do so on time and without forgetting. Many of these wasted opportunities could have been prevented; many of them happen as a result of patients who forget they ever had an appointment in the first place. The Mayo Clinic in Minnesota has been experimenting with large language models, such as Google’s medicine-specific model known as Med-PaLM.

• As a result, doctors can spend more time on patients who really need their help instead of diagnosing healthy patients who have come to the hospital with misconceptions about their health and general health problems.
• To mention a few, it involves a race against the clock, data breaches, incorrect diagnoses, postponed treatments, and human blunders.
• A smaller group (3 cases) provides a report and explains the reasons behind their recommendation (Cases 15, 22, and 36).
• Chatbots can be a valuable tool for busy patients looking to make medical appointments.
• ● Reduce the time spent manually entering data for documents related to in-house hospitalization, such as government-issued IDs and information about the patient’s next of kin.

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