The 5 Best Chatbot Use Cases in Healthcare

You will need to use an insurance chatbot at each stage to ensure the process is streamlined. A national food-services organization in North America had an existing operational Conversational AI solution. In order to improve customer service, the process required some user clarification to better understand the refund scenario. Master of Code offered a team to expand the primary bot solution, providing end-to-end build and support for the service. By implementing the Conversational AI solution for handling refunds, the organization witnessed a significant reduction in the number of refunds provided, ranging from 13% to 28%, depending on the channel and time frame. This improvement was attributed to the consistent and clear application of the rules governing refunds.

This can help service providers better manage patient recovery and healthcare outcomes, as well as reduce healthcare costs by preventing potentially costly medical errors. Chatbots can extract patient information by asking simple questions such as their name, address, symptoms, current doctor, and insurance details. The chatbots then, through EDI, store this information in the medical facility database to facilitate patient admission, symptom tracking, doctor-patient communication, and medical record keeping. Chatbots ask patients about their current health issue, find matching physicians and dentists, provide available time slots, and can schedule, reschedule, and delete appointments for patients. Chatbots can also be integrated into user’s device calendars to send reminders and updates about medical appointments.

A new era in healthcare: Embracing AI for enhanced care

Although not able to directly converse with users, DeepTarget [64] and deepMirGene [65] are capable of performing miRNA and target predictions using expression data with higher accuracy compared with non–deep learning models. With the advent of phenotype–genotype predictions, chatbots for genetic screening would greatly benefit from image recognition. New screening biomarkers are also being discovered at a rapid speed, so continual integration and algorithm training are required. These findings align with studies that demonstrate that chatbots have the potential to improve user experience and accessibility and provide accurate data collection [66].

The chatbot instructs the user how to add their medication and give details about dosing times and amounts. Straight after all that is set, the patient will start getting friendly reminders about their medication at the set times, so their health can start improving progressively. It used a chatbot to address misunderstandings and concerns about the colonoscopy and encourage more patients to follow through with the procedure. This shows that some topics may be embarrassing for patients to discuss face-to-face with their doctor. In fact, nearly 46% of consumers expect bots to deliver an immediate response to their questions. Also, getting a quick answer is also the number one use case for chatbots according to customers.

Facilitate post-discharge and rehabilitation care

Due to the rapid digital leap caused by the Coronavirus pandemic in health care, there are currently no established ethical principles to evaluate healthcare chatbots. Shum et al. (2018, p. 16) defined CPS (conversation-turns per session) as ‘the average number of conversation-turns between the chatbot and the user in a conversational session’. However, these kinds of quantitative methods omitted the complex social, ethical and political issues that chatbots bring with them to health care.

While there are many other chatbot use cases in healthcare, these are some of the top ones that today’s hospitals and clinics are using to balance automation along with human support. As the chatbot technology in healthcare continuously evolves, it is visible how it is reducing the burden of the already overburdened hospital workforce and improving the scalability of patient communication. This feedback concerning doctors, treatments, and patient experience has the potential to change the outlook of your healthcare institution, all via a simple automated conversation. Once this data is stored, it becomes easier to create a patient profile and set timely reminders, medication updates, and share future scheduling appointments. So next time, a random patient contacts the clinic or a hospital, you have all the information in front of you — the name, previous visit, underlying health issue, and last appointment. It just takes a minute to gauge the details and respond to them, thereby reducing their wait time and expediting the process.

Automating healthcare processes

These numerous use cases for chatbots have contributed to their widespread adoption as virtual assistants. Chatbots can help physicians, patients, and nurses with better organization of a patient’s pathway to a healthy life. Nothing can replace a real doctor’s consultation, but virtual assistants can help with medication management and scheduling appointments.

They provide personalized, easy-to-understand information about diseases, treatments, and preventive measures. This continuous education empowers patients to make informed health decisions, promotes preventive healthcare chatbot use cases care, and encourages a proactive approach to health. Health care data are highly sensitive because of the risk of stigmatization and discrimination if the information is wrongfully disclosed.

Improved patient engagement

The average patient spends a significant amount of time online researching the medication they’ve been prescribed. Healthcare chatbots can be a valuable resource for managing basic patient inquiries that are frequently asked repeatedly. As retailers adopt chatbot technology more widely, they open up exciting use cases for chatbots to improve customer service, boost sales efficiency, and strengthen their brand position in the competitive retail market.