The healthcare industry was forced to leverage technology for greater efficiency during and after the pandemic. Conversational AI in particular has opened the doors to a new era of automated patient engagement and improved methods of task completion.
Healthcare conversational AI is making a significant difference in the efficiency and effectiveness of how patients are served.
Although the concept of conversational AI has been around for several years, some may not have a full understanding of how the technology has been applied in healthcare.
As defined by IBM, conversational AI “refers to technologies, like chatbots or virtual agents, which users can talk to.” Essentially, users can work with applications that speak like people, providing quick and simple answers to some of the most common questions in that industry or for that company.
Conversational AI brings together machine learning, one of the most rapidly developing sects of artificial intelligence, with natural language processing, which analyzes the language that humans use when talking to conversational AI. This technology comes in many forms, but some of the most common include online chatbots and digital voice assistants in healthcare.
Connecting patients to their healthcare providers through conversational AI has a wide range of benefits, including putting patients more at ease and in control of their own treatment processes.
As with any technology, conversational AI is a great source of knowledge. In the healthcare field specifically, both patients and workers can benefit from AI. For instance, patients may be able to visit a doctor’s website to get information about certain symptoms, ask questions about insurance coverage, or learn a bit more about their condition without ever having to leave their homes.
Additionally, conversational AI can be used in training in healthcare facilities. New hires in healthcare can use chatbots and similar technologies to complete any necessary forms, submit requests for leave, and more. On top of that, HR personnel can set up chatbots for potential applicants to learn more about the company and the position.
Once a patient leaves a healthcare facility, it’s not uncommon for them to lose interest in their post-treatment care. The use of chatbots can help patients keep up with their medications and exercises after their initial care, and that information can then go back to the healthcare facility for recording.
This use of conversational AI saves healthcare facilities valuable time in engaging with past patients and learning more about the effectiveness of various treatment methods. In terms of patient benefits, conversational AI makes it simple for the individual to be responsible for their own health, keeping them accountable throughout their treatment.
Conversational AI not only serves the needs of existing patients but can also help bring new patients to a healthcare facility. By gathering data about users, AI technology can help facilities learn more about their target audience, allowing them to properly target the right people in their marketing efforts.
Healthcare providers can use conversational AI to pursue new leads as well. For instance, once a new visitor comes to a provider’s website and engages with a chatbot, the chatbot could be programmed to ask for an email address. Then, the facility can add the prospect to their email list, keeping them informed with relevant messages about the practice.
At the end of the day, the goal of any organization is to meet the needs of its clients. When this goal is met, strong client relationships are formed, and the organization solidifies itself as an industry leader.
The use of conversational AI can help put patients at ease, as if they’re speaking with a real person to get answers to their questions in a language they understand, absent from confusing and often intimidating medical terminology.
Conversational AI also assures patients that their concerns are being heard and cared for, leading to a more positive customer experience overall. It’s also instantly available, ensuring patients have a resource to address a wide range of common questions and concerns at their disposal.
Conversational AI in healthcare services clearly offer an array of benefits. But to capitalize on these benefits, medical professionals must know how to implement this technology in their practices. There are countless options for integrating this technology, but medical professionals will need to use their discretion to determine which applications will make the most difference in their individual practices.
As we’ve outlined, AI solutions can hold benefits for both patients and healthcare workers. The following use cases demonstrate how healthcare chatbots and other artificial intelligence can combine with existing systems to enhance medical treatment overall.
Appointment scheduling is a relatively simple task, but it’s one that can take up valuable time in a healthcare facility. Allowing conversational AI to handle this routine task not only frees up time for your practice, but it also provides patients with a simple and intuitive way to schedule their next visit.
Beyond scheduling the initial appointment, conversational AI can also be used for patients to reschedule or cancel visits to your practice. Plus, when you combine appointment scheduling with your existing calendar, you can leave behind the days of overbooking and scheduling conflicts within your healthcare institution.
Nearly everyone has had an experience in which a simple internet search for symptoms like a headache and a cough has come back with an alarming “prognosis”. Simply put, Google cannot provide the level of personalized care and logical problem solving that a doctor can. Your conversational AI, however, may get a step closer. Patients can use conversational AI like chatbots to enter their symptoms to learn whether their condition requires immediate medical attention.
If patients are led to book an appointment at your facility, conversational AI can help with the triaging process as well. Your AI software can collect patients’ symptom data and take their basic information to help speed up triage and ensure that every patient is properly attended to.
Often, some of the simplest questions that a patient may have are also the most pressing. Still, it’s not always ideal for your phone lines to be jammed just to answer questions such as, “What are your hours today?” or “How can I get my medical records from you?” Using conversational AI allows patients to get the answers to these questions themselves without interrupting the daily flow of your practice.
In many cases, patients find that their doctors’ or hospitals’ websites are so full of information that it’s difficult to find the answers to their questions. Using conversational AI or voice assistance can help patients more easily navigate your website and quickly find their answers, almost like integrating Amazon’s Alexa in healthcare.
As the recent COVID-19 pandemic has taught us, it’s critical that patients have quick and easy access to the latest public health information. Using conversational AI can help to provide accurate and current information about the latest health risks, helping to combat the spread of misinformation while also allowing your staff to avoid frequent calls.
Conversational AI can provide patients with basic recommendations during public health crises (i.e. washing your hands and wearing a face mask throughout the COVID-19 pandemic). This technology can also be used to give information on common symptoms and whether they warrant a visit to the hospital or your practice or not.
In order to keep your healthcare practice running smoothly, administrative tasks such as searching for forms and sending requests between departments are necessary, but they can also be incredibly tedious and time-consuming. Thankfully, automating these administrative tasks is one of the most helpful applications of conversational AI.
Within your practice, conversational AI can help to send updates and track statuses between departments, keeping patient care moving steadily and reducing the tasks assigned to your staff. Patients can also benefit from conversational AI in terms of requesting prescriptions, updating their address or other demographic information, and the like.
Just like with any technology, conversational AI must be tested before it can be integrated into a healthcare facility. Testing ensures that the technology not only performs as it should but also that it provides valuable resources for patients and staff alike.
While there are various methods of testing conversational AI, the following examples may prove to be particularly useful in the healthcare sector.
A large part of using conversational AI is ensuring that your patients are satisfied with their service. That’s where user acceptance testing, or UAT, can come in handy. Allowing users to test your AI program before it officially launches lets you receive feedback in real time, helping you to improve the system and the overall experience before implementing it into your practice.
Healthcare information is among the most sensitive data a person may have, and it’s critical that your healthcare practice extends the highest security protocols into technologies like conversational AI. Security testing your chatbot or other AI system will ensure there are no issues with data vulnerability. Of course, excellent security is also essential for compliance with HIPAA and local/state healthcare privacy laws.
Comparing two different user interfaces for your conversational AI software can be a great way to identify which option looks and works best for your patients. A/B testing two layouts lets providers determine which layouts are more engaging, appealing and useful. User feedback can be recorded concerning everything from the size of the text to the color of the background, coming together to provide a more satisfying user experience overall.
Recently, swamped healthcare institutions have benefited from the speed and capabilities of conversational AI in a number of ways. Even beyond the event of a pandemic or other public health crisis, the use of healthcare chatbots and other conversational AI technology is proving beneficial in healthcare facilities across the country.
Conversational AI has the potential to help with everything from resolving frequently asked questions to handling lengthy administrative tasks and more. Considering conversational artificial intelligence solutions for your healthcare practice may help you provide faster, more personalized, and more accurate patient care in the years to come.
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