Chatbots In Healthcare: Top 6 Use Cases & Examples In 2023

AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 60% of Fortune 500 every month. Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised businesses on their enterprise software, automation, cloud, AI / ML and other technology related decisions at McKinsey & Company and Altman Solon for more than a decade. He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years.

Currently, there are more than 1000 chats with the bot, and the success rate is over 65%, which means that most of the patients that start the interaction complete the whole chatbot flow. Additionally, the advantage of cost savings and higher ROI means that we will be seeing a much larger and more strategic transformation in healthcare over the coming years with respect to AI-enabled systems. Additionally, you can even connect to their customer support automation experts to figure out the best plan for your business. You can easily get started with something simple and then scale as per the needs of your organization.

• During COVID, chatbots aided in patient triage by guiding them to useful information, directing them about how to receive help, and assisting them to find vaccination locations.
• If you are considering chatbots and automation as part of your innovation plan, take time to put together a solid strategy and roadmap.
• How do we deal with all these issues when developing a clinical chatbot for healthcare?

You can market straight from your social media accounts where chatbots show off your products in a chat with potential clients. You can use ecommerce chatbots to ease the ordering and refunding processes for your customers. Also, if you connect your ecommerce to the bots, they can check the inventory status and product availability of specific items, help customers complete purchases, and track orders. Both of these use cases of chatbots can help you increase sales and conversion rates. Just remember, no one knows how to improve your business better than your customers. So, make sure the review collection is frictionless and doesn’t include too much effort from the shoppers’ side.

Automating prescription refills with the use of chatbots

Chatbots can serve as internal help desk support by getting data from customer conversations and assisting agents with answering shoppers’ queries. Bots can analyze each conversation for specific data extraction like customer information and used keywords. And it won’t harm the customer satisfaction your online store provides as our study on the current chatbot trends found that over 70% of buyers have a positive experience using chatbots. You probably want to offer customer service for your clients constantly, but that takes a lot of personnel and resources. Chatbots can help you provide 24/7 customer service for your shoppers hassle-free. They can also collect leads by encouraging your website visitors to provide their email addresses in exchange for a unique promotional code or a free gift.

LeadSquared’s CRM is an entirely HIPAA-compliant software that will integrate with your healthcare chatbot smoothly. It conducts basic activities like asking about the symptoms, recommending wellness programs, and tracking behavior or weight changes. Our industry-leading expertise with app development across healthcare, fintech, and ecommerce is why so many innovative companies choose us as their technology partner. With the growing spread of the disease, there comes a surge of misinformation and diverse conspiracy theories, which could potentially cause the pandemic curve to keep rising.

Collect patient data

It saves time and money by allowing patients to perform many activities like submitting documents, making appointments, self-diagnosis, etc., online. The app helps people with addictions  by sending daily challenges designed around a particular stage of recovery and teaching them how to get rid of drugs and alcohol. The chatbot provides users with evidence-based tips, relying on a massive patient data set, plus, it works really well alongside other treatment models or can be used on its own. According to Crunchbase, VCs have invested over 800 million dollars in at least 14 known start-ups like Safedrugbot, Sensely, Cancer Chatbot, and others to own a version of a chatbot with health features.

As conversational AI continues advancing, measurable benefits like these will accelerate chatbot adoption exponentially. By thoughtfully implementing chatbots aligned to organizational goals, healthcare providers can elevate patient experiences and clinical outcomes to new heights. The transformative power of AI to augment clinicians and improve healthcare access is here – the time to implement chatbots is now. This is partly because Generative Conversational AI is still evolving and has a long way to go. As natural language understanding and artificial intelligence technologies evolve, we will see the emergence of more sophisticated healthcare chatbot solutions.

It just takes a minute to gauge the details and respond to them, thereby reducing their wait time and expediting the process. Ever since the introduction of chatbots, health professionals are realizing how chatbots can improve healthcare. These healthcare chatbot use cases show that artificial intelligence can smoothly integrate with existing procedures and ease common stressors experienced by the healthcare industry. The chatbot inquires about the symptoms the user is experiencing as well as their lifestyle, offers trustworthy information, and then compiles a report on the most likely causes based on the information given.

This requires that the AI conversations, entities, and patient personal identifiers are encrypted and stored in a safe environment. Rasa stack provides you with an open-source framework to build highly intelligent contextual models giving you full control over the process flow. Conversely, closed-source tools are third-party frameworks that provide custom-built models through which you run your data files. That sums up our module on training a conversational model for classifying intent and extracting entities using Rasa NLU. Your next step is to train your chatbot to respond to stories in a dialogue platform using Rasa core.

Providing healthcare information

Not only do these responses defeat the purpose of the conversation, but they also make the conversation one-sided and unnatural. While this may be correct, it comes off as an insensitive response for a user with an anxiety disorder. Furthermore, it may not be accurate at all, as there may be other factors predisposing the user to frequent panic attacks.

And for pain medication, the bot can display a pain level scale and ask how much pain the patient is in at the moment of fulfilling the survey. Zalando uses its chatbots to provide instant order tracking straight after the customer makes a purchase. And the UPS chatbot retrieves the delivery information for the client via Facebook Messenger chat, Skype, Google Assistant, or Alexa. The best part is that your agents will have more time to handle complex queries and your customer service queues will shrink in numbers. Your support team will be overwhelmed and the quality of service will decline. Chatbots can also push the client down the sales funnel by offering personalized recommendations and suggesting similar products for upsell.

Patients can use them to get information about their condition or treatment options or even help them find out more about their insurance coverage. Being a customer service adherent, her goal is to show that organizations can use customer experience as a competitive advantage and win customer loyalty. She creates contextual, insightful, and conversational content for business audiences across a broad range of industries and categories like Customer Service, Customer Experience (CX), Chatbots, and more.

They can also track the status of a customer’s order and offer ordering through social media like Facebook and Messenger. Bots will take all the necessary details from your client, process the return request, and answer any questions related to your company’s ecommerce return policy. They can encourage your buyers to complete surveys after chatting with your support or purchasing a product.

In the domain of mental health, chatbots like Woebot use CBT techniques to offer emotional support and mental health exercises. These chatbots engage users in therapeutic conversations, helping them cope with anxiety, depression, and stress. The accessibility and anonymity of these chatbots make them a valuable tool for individuals hesitant to seek traditional therapy.

While clinicians can enhance patient care through unified hospital communication and centralized storage of patient data. That happens with chatbots that strive to help on all fronts and lack access to consolidated, specialized databases. Plus, a chatbot in the medical field should fully comply with the HIPAA regulation. Recently, Google Cloud launched an AI chatbot called Rapid Response Virtual Agent Program to provide information to users and answer their questions about coronavirus symptoms. Google has also expanded this opportunity for tech companies to allow them to use its open-source framework to develop AI chatbots.

This interactive model fosters a deeper connection between patients and healthcare services, making patients feel more involved and valued. From Docus.ai to MedPaLM 2, these chatbots improve almost every aspect of patient care. They streamline workflows for healthcare staff, engage patients in their own health, and give 24/7 assistance to virtually anyone in the world. There are advancements in natural language understanding, emotional intelligence, and the integration of chatbots with wearable devices and telemedicine platforms. This means that the capabilities of AI-powered chatbots in healthcare will continue to grow.

Then, bots try to turn the interested users into customers with offers and through conversation. Chatbots can use text, as well as images, videos, and GIFs for a more interactive customer experience and turn the onboarding into a conversation instead of a dry guide. So, you can save some time for your customer success manager and delight clients by introducing bots that help shoppers get to know your system straight from your website or app. You can foun additiona information about ai customer service and artificial intelligence and NLP. And the easiest way to ask for feedback is by implementing chatbots on your website so they can do the collecting for you. This way, you’ll know if your products and services match the clients’ expectations.

What are the business benefits of using chatbots in healthcare?

They engage customers with artificial intelligence communication and offer personalized solutions to shoppers’ requests. But then it can provide the client with your business working hours if it’s past that time, or transfer the customer to one of your human agents if they’re available. Or maybe you just need a bot to let people know when will the customer support team be available next. This will minimize the shopper’s frustration and improve their satisfaction.

This situation arises because chatbots are prone to errors and can sometimes be difficult to implement. It is especially true for non-developers who need to gain the skill or knowledge to code to their requirements.However, today’s state-of-the-art technology enables us to overcome these challenges. For instance, Kommunicate builds healthcare chatbots that can automate 80% of patient interactions. Not only can these chatbots manage appointments, send out reminders, and offer around-the-clock support, but they pay close attention to the safety, security, and privacy of their users.

Provide medical information

An AI-driven chatbot can identify use cases by understanding users’ intent from their requests. Use cases should be defined in advance, involving business analysts and software engineers. They assist users in identifying symptoms and guide individuals to seek professional medical advice if needed. The world witnessed its first psychotherapist chatbot in 1966 when Joseph Weizenbaum created ELIZA, a natural language processing program. It used pattern matching and substitution methodology to give responses, but limited communication abilities led to its downfall.

If you change anything in your company or if you see a drop on the bot’s report, fix it quickly and ensure the information it provides to your clients is relevant. Every company has different needs and requirements, so it’s natural that there isn’t a one-fits-all service provider for every industry. Do your research before deciding on the chatbot platform and check if the functionality of the bot matches what you want the virtual assistant to help you with. For example, if your patient is using the medication reminder already, you can add a symptom check for each of the reminders. So, for diabetic treatment, the chatbot can ask if the patient had any symptoms during the day.

We gathered information on these to (a) derive a comprehensive set of chatbot public health response use cases and (b) identify their design characteristics. Additional use cases, more sophisticated chatbot designs, and opportunities for synergies in chatbot development should be explored. In addition to answering the patient’s questions, prescriptive chatbots offer actual medical advice based on the information provided by the user.

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. As shown in Figure 3, the chatbots in our sample varied in their design along a number of attributes. As a Business Analyst with 4+ years of experience at Acropolium, I have served as a vital link between our software development team and clients. With a comprehensive understanding of IT processes, I am able to identify and effectively address the diverse needs of firms and industries. Once again, go back to the roots and think of your target audience in the context of their needs.

For healthcare businesses, the adoption of chatbots may become a strategic advantage. The idea of a digital personal assistant is tempting, but a healthcare chatbot goes a mile beyond that. From patient care to intelligent use of finances, its benefits are wide-ranging and make it a top priority in the Healthcare industry. If you are interested in knowing how chatbots work, read our articles on voice recognition applications and natural language processing. This global experience will impact the healthcare industry’s dependence on chatbots, and might provide broad and new chatbot implementation opportunities in the future. Administrators in healthcare industry can handle various facets of hospital operations by easily accessing vital patient information through Zoho’s platform.

Every day, you have thousands of patients walking in with different symptoms. Your doctors are exhausted, patients are tired of waiting, and you are at the end of your tether trying to find a solution. Soon enough, organizations like WHO and CDC started adopting conversational AI-powered chatbots to provide curated information to a wide audience with ease.

The main three cases described above improve the quality of care for patients and rebalance the workload for clinicians. For example, Neva is a healthcare chatbot that assists the Natera company in delivering genetic education. The chatbot guides and educates patients about genetic testing and helps to get reliable information faster and more conveniently. Also, the chatbot sends detailed explanations of test results and a patient can book a meeting with a genetic counselor. First of all, a chatbot, placed on the website or popular messaging channels, can chat with patients, get them to reveal symptoms, and then transmit the data to doctors. That’s a new story for medical personnel that used to do all of that manually.

We built the chatbot as a progressive web app, rendering on desktop and mobile, that interacts with users, helping them identify their mental state, and recommending appropriate content. That chatbot helps customers maintain emotional health and improve their decision-making and goal-setting. Users add their emotions daily through chatbot interactions, answer a set of questions, and vote up or down on suggested articles, quotes, and other content. Let’s create a contextual chatbot called E-Pharm, which will provide a user – let’s say a doctor – with drug information, drug reactions, and local pharmacy stores where drugs can be purchased. The first step is to create an NLU training file that contains various user inputs mapped with the appropriate intents and entities.

Chatbots are most commonly used for information dissemination and risk assessment, which are critical to public health response. Scant attention has been devoted to chatbot deployment to support or gather data from frontline healthcare workers which is suggestive of future work. Finally, the vast majority of chatbots do not follow-up on users beyond an initial interaction or users need to initiate contact. This highlights a potential tension between chatbot use cases in healthcare privacy and functionality, and balancing these could benefit use cases where follow-up or proactive contact may be useful. A healthcare chatbot is a sophisticated blend of artificial intelligence and healthcare expertise designed to transform patient care and administrative tasks. At its core, a healthcare chatbot is an AI-powered software application that interacts with users in real-time, either through text or voice communication.