The Complete Guide to Using Chatbots for your hospital
Engage, convert and navigate care for your
patients at scale.
The bump in the road for chatbots in healthcare
Personalized healthcare is the key
The new benchmark
The bump in the road in healthcare:
Chatbots could help reduce healthcare business costs by more than $8 billion per year by 2022 and drive business growth by increased patient experience. Chatbots are set to transform patient engagement, but there is a bump in the road that many are missing. So far they have all fizzled out in delivering any of these above.
“When it’s not personalized – automation becomes a blocker instead of a valid support method. ”
Therein lies the danger of poorly implemented automation. Seems funny but that is the support the chatbots have provided leaving the patients in stir as to what is wrong with the hospital and being left up without any help.
If your customers or patients get blocked by a chatbot, they’ll be just as frustrated as they were when you yelled at that phone menu of customer support. But this time, the risk is even greater, since it’s so much easier to move to another hospital or, tell friends about this unhelpful support, or both.
Such an automated support can lead to loss of business to your competitors with a bad word of mouth.
Not about multiple clickable boxes:
The problem is healthcare conversations are driven by carepathways which are interdependent on different factors and not about direct answers for queries. Example a simple query like "hairloss issues" which seems quite evident to be directed to a dermatologist can also be treated by Endocrinologist, Trichologist, Reproductive medicine specialist or a Paediatrician. Healthcare chatbot it is not about training on some past chats and putting there the similar replies or content and neither about multiple options to choose and click from.
In healthcare every patient’s need is different, their medical problem is different, no two patients have the same body types, nor the same history nor the same treatment modalities or outcomes. A patient talking about appointment booking when showed options like:
leaves them confused with the doctor that could be the best for their concern and finally being referred by from one to another one leaves them frustrated with the whole process in healthcare. While on the other end using multiple clickable options which finally takes the patients to requesting an appointment is same as using a free of cost online request service which yields less than 1% conversion.
PERSONALIZATION in healthcare is the KEY:
“When patients write in, the most personal thing we can do is to respect their time and get them to the right care path as quickly as possible”
--- Chief of Patient Service Transformation Providence St. Joseph Health
Configuring your hospital's personalised Chatbot:
For Enabling a successful patient care and business driven chatbot for hospitals these are the prerequisites :
Serving the 4 PRIME patient needs and medical transaction cases in healthcare is the win win for your patients and your hospital:
a) appointments with right doctor example
b) booking right services like health checkups or diagnostic tests
c) resolving insurance related queries or others
d) ability to reschedule appointments with an intelligence of which ones can be changed and which not
For all of these here, the enabler is the technology which allows the patients to interact and a way to understand the context to be able to follow the right path to the meaningful transaction.
Hospitals would need to choose wisely on this particular technology to ensure the overall success of the project.
Some of the technologies which can enable such a conversation are:
Natural language understanding technology which is able to understand layman way of saying medical words
Triaging technology which is able to decipher the right doctor within 4-5 questions
Operational understanding algorithms which are able to understand the skill set and preferences of doctors, insurance policies and the speciality centres
Ability of technology for interoperability between hospital systems
Image recognition for identifying the reports or insurances etc
Automation technologies to manage the administrative tasks associated with these business transactions to avoid any duplicate bookings by the staff and the bot.
Configuring the real-time assistance engine like a chatbot in healthcare is quite different from any other domains and which is why choosing healthcare relevant providers for such a chatbot project is essential for the success.
The new benchmark:
“If your hospital chatbot project is not saving you on at least a few full
time staff or unable to generate incremental revenues on greater lead
conversions why waste resources, energy and money on any chatbot then?”
---- Shabeer Ahmed (healthcare influencer Dubai )
Using contextual medical intelligence has led to some pretty big wins for some of our customers.
Too good to be true? But yes, Praktice.ai’s Hospital AI Assistant solutions has proven with some of the biggest hospitals:
28% conversion rate as compared to humans typically at (4-5%) meaning a greater footfall at your centres
20% Reduction in phone calls to hospitals - indicating that patients are getting the help online
Saving operational cost of 18 full time staff on care coordination, frontline management and admin tasks per month
8x more patient engagement as compared to any solution (live chat, human agents talking etc)
Praktice is pathleading in enhancing care using Virtual AI Assistants with it’s Medical Artificial intelligence technology which incorporates both the intelligence of your hospital operations employees and the medical understanding of general physicians to guide patients in the most apt way any time.
The promise of chatbots in healthcare is attractive: enable better care at scale. And the most progressive hospitals aren’t waiting to get started. They’re using chatbots to accelerate care delivery and deliver immediate value to patients .
Sixty-one percent of healthcare consumers said they would likely use an AI health assistant to help them estimate healthcare costs, schedule appointments or explain coverage, according to a survey Accenture released last year. Healthcare leaders like Brian, when asked about the most effective ways he’s seen bots being used:
“A chatbot can be used to help in virtually every conceivable way and metric to enable better healthcare delivery.”
- Brian Kalis (Managing director of digital health)