The medical industry is complex. It is in charge of providing healthcare, but achieving this requires managing multiple information technology processes. Among the most important ones we can mention are customer service, and the management of internal requests from healthcare employees. Automation, artificial intelligence and machine learning come into play in the various IT areas to reduce the need for human intervention and ensure efficiency and transparency. In the following article, we will outline 5 major advantages of using AI-enabled chatbots in the healthcare sector.
1 Increased reliability through the use of AI chatbots
Reliability is one of the most obvious advantages of automation. It is the cornerstone of any good customer service or IT operations department. Without it comes confusion, chaos and dissatisfied users. Through the use of artificial intelligence (AI) it is possible to establish continuously improving answers and solutions that increase the degree of reliability in the various processes.
IA makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks. By eliminating the human factor, artificial intelligence provides a backup that is not contingent on moods, a mathematical miscalculation, or illness.
This is especially true if artificial intelligence is applied to a chatbot, because it implies that there will be attention and communication, even if the situation is adverse, when it comes to attending to the needs of customers and responding to ongoing requests from healthcare employees.
An IT operations person, or in charge of customer care, needs skills ranging from understanding the intricacies of an operating system, to knowing how to respond to a customer’s urgent request based on their history of interactions. An AI-powered chatbot can gain this knowledge base and turn a high percentage of these processes into a safe path, strengthening services by providing appropriate responses to situations, people and regulations. All of this with a smaller margin of error.
2 Customer service with personalization
Generally, customer service chatbots are used to answer the most direct and common questions. Questions that can perhaps be easily found in a knowledge base. However, chatbot technology integrated with AI can personalize the information it presents to patients. That is, providing care on a more human level.
An AI-enabled chatbot could tap into the customer relationship management (CRM) database. It could then determine if someone visiting your portal or website is coming for the first time. Having access to their history securely and offering specific attention for each patient according to their need. Likewise, a chatbot with AI can offer care in different languages. Giving a touch of triviality to their answers to diminish the cold feeling of the usual bots.
In addition to delivering personalized experiences right out of the box, AI customer service chatbots can convey relevant information when a bot-to-human handoff occurs. The chatbot can track whether the patient has already tried to communicate or learn about services on their own through articles or knowledge bases (self-service). It can also schedule appointments with specialists, report on application status, open payment processes and record information.
3 AI-enabled chatbots guarantee availability.
No matter how good customer service agents are, it is impossible to be there 100% of the time. Nor is it possible to avoid human situations such as illness, stress, and physiological needs. Much less expect a person to work continuously without a break. On the other hand, there are limits to the speed at which you can work safely. We can’t do it all.
An AI-enabled chatbot can stay 10 out of 10 regardless of the circumstances. This allows the availability rate to reach its full potential. Working almost flawlessly, completely eliminating downtime. An aspect that is of utmost importance for any medical institution.
High availability is clearly one of the main points of effective IT management. It is also closely related to the quality of customer service. Through AI-enabled chatbots, an intelligent agent can be relied on to address needs at all times. Whether it is to patients or healthcare employees, through various care channels.
4 Increasing productivity with intelligent processes
As a healthcare institution’s technology demands increase, productivity becomes a greater concern. If your employees are engaged in small tasks that a machine can perform seamlessly, you’re wasting a considerable amount of time. Automating these tasks will allow you to be able to work on what you deem important.
Having an AI-enabled chatbot means ensuring that agents and specialists are actually available. So that they can address relevant and urgent needs. Without sacrificing the quality of customer service and without compromising the patient experience.
A very important aspect of productivity is the ability to issue reports, reports, manage analytics. As well as offer insights on various aspects of IT. AI-enabled chatbots can ensure the proper management, canalization and storage of information. In addition to being available at the required time in an organized manner.
On the other hand, all companies face global pressure to increase their profitability. Automation through artificial intelligence is a better and smarter approach to cost containment and reduction.
5 Diversification and omnichannel approach
When it comes to healthcare, it is important to be able to offer patients diverse channels of communication. 95% of customers use three channels or more in a single customer service interaction, according to Forrester. In addition to the more familiar channels such as email and phone, customers are increasingly turning to messaging apps such as WhatsApp and Facebook Messenger.
In response to this need, omnichannel solutions such as Freshchat have emerged, designed to offer scalable and intelligent cross-channel support. It allows you to collect all the necessary context and classify conversations, with real-time resolutions, and contextual handover of agents.
By ensuring your AI-enabled chatbots are connected to the rest of your technology stack, you can also use them to provide a self-service experience across all your channels. Customers get the answers they’re looking for, in less time, on the channel of their choice. So your patients can receive immediate attention, even in multiple languages, and lighten the load on your employees.
If you want to integrate AI chatbots into your medical institution and experience the advantages it provides, our experts at GB Advisors can help you.