Benefits of Chatbots in Healthcare 9 Use Cases of Healthcare Chatbots
There’s no denying it: the healthcare industry is experiencing rapid changes and advancements in technology every year. Artificial intelligence (AI), Neuro-Symbolic AI, and Natural Language Processing (NLP) are just a few of the many innovations making their way into hospital systems, research labs, and doctor practices.
In recent years, virtual assistants and AI-powered conversational chatbots have taken the center stage, popping up in hospitals, labs, pharmacies, and even nursing homes. And for good reason. In the age of digital customer experience, customers expect fast and convenient interactions. In fact, an extensive study by Verified Market Research showed that the healthcare chatbot’s market size is currently valued at USD 194.85 Million in 2021 and is projected to reach USD 943.64 Million by 2030, growing at a CAGR of 19.16% from 2022 to 2030.
What is a Healthcare Chatbot?
Healthcare chatbots are the next frontier in virtual customer service as well as planning and management in healthcare businesses. A chatbot is an automated tool designed to simulate an intelligent conversation with human users.
AI-powered healthcare chatbots are capable of handling simple inquiries with ease and provide a convenient way for users to research information. In many cases, these self-service tools are also a more personal way of interacting with healthcare services than browsing a website or communicating with an outsourced call center. In fact, according to Salesforce, 86% of customers would rather get answers from a chatbot than fill out a website form. The healthcare industry is no different.
Benefits of Chatbots in Healthcare
Here are some key benefits of using chatbots in your healthcare business:
24/7 availability
Chatbots are designed to assist patients and avoid issues that may arise during normal business hours, such as waiting on hold for a long time or scheduling appointments that don’t fit into their busy schedules. With 24/7 accessibility, patients have instant access to medical assistance whenever they need it.
Reduce waiting time
With AI technology, chatbots can answer questions much faster – and, in some cases, better – than a human assistant would be able to. Chatbots can also be programmed to recognize when a patient needs assistance the most, such as in the case of an emergency or during a medical crisis when someone needs to see a doctor right away.
Quick access to critical info
Healthcare chatbots can offer this information to patients in a quick and easy format, including information about nearby medical facilities, hours of operation, and nearby pharmacies and drugstores for prescription refills. They can also be programmed to answer specific questions about a certain condition, such as what to do during a medical crisis or what to expect during a medical procedure.
Provide assistance
From helping a patient manage a chronic condition better to helping patients who are visually or hearing impaired access critical information, chatbots are a revolutionary way of assisting patients efficiently and effectively. They can also be used to determine whether a certain situation is an emergency or not. This allows the patient to be taken care of fast and can be helpful during future doctor’s or nurse’s appointments.
Reduce care costs
Being able to reduce costs without compromising service and care is hard to navigate. Healthcare chatbots can help patients avoid unnecessary lab tests and other costly treatments. Instead of having to navigate the system themselves and make mistakes that increase costs, patients can let healthcare chatbots guide them through the system more effectively.
Anonymity
While many patients appreciate receiving help from a human assistant, many others prefer to keep their information private. Chatbots are seen as non-human and non-judgmental, allowing patients to feel more comfortable sharing certain medical information such as checking for STDs, mental health, sexual abuse, and more.
Improve patient satisfaction
A big concern for healthcare professionals and patients alike is the ability to provide and receive “humanized” care from a chatbot. Fortunately, with the advancements in AI, healthcare chatbots are quickly becoming more sophisticated, with an impressive capacity to understand patients’ needs, offering them the right information and help they are looking for.
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