Chatbots in Healthcare

The promise of AI is the promise of transformative technology. At UneeQ, we’re consistently exploring the use of digital technology to augment human activity and fulfil functions that have historically fallen through the cracks, due to a lack of consistent and specialized human engagement.

In the video above, UneeQ and the Centre for Digital Business explore the application of artificial intelligence and digital humans in a domain which expert practitioners believe will have a positive impact on lives: In-home cardiac coaches.

AI In healthcare for 2020 & beyond


Artificial intelligence (AI) in the complex and data-heavy field of healthcare can deliver increased accuracy and more satisfied patients. Examples of areas that can benefit from AI include diagnosis and treatment recommendation, administrative duties, and patient engagement and adherence.

Digital humans may be the most prominent piece of AI technology for increased patient satisfaction. UneeQ is now introducing custom AI-powered brand ambassadors that can recreate the best aspects of human interaction — tone, conversation and expression — to drive emotional connection.

Keep reading to learn more about AI platforms and chatbots and their potential within the healthcare industry.

What are the advantages of digital humans in the healthcare industry?


Using digital humans in the healthcare industry can deliver companies and their customers:

  • Faster customer service 
  • Scalability to near-infinite customers across any device
  • Availability to users 24/7
  • Complete brand embodiment (design your own employee)
  • Personalizable in the words he or she says to customers
  • More complete communication through body language and tone of voice
  • Greater access to those who can’t, or find it difficult to, type and read
  • Emotional connection and empathy

What are the benefits of AI in healthcare?


AI-powered digital humans deliver benefits that go far beyond fast service for patients. Digital humans can provide patients with a judgement-free way to receive help in private. AI used for healthcare can also encourage more engagement while improving customer satisfaction and consistency.

Top 3 benefits of AI in healthcare


#1. Available immediately 24/7

Regardless of demand, UneeQ’s digital humans are always available 24/7. 

#2. Judgement-free zone 

In some cases, patients avoid speaking directly with a human in fear of being judged. Digital humans offer a judgment-free way for patients to communicate questions and concerns. 

#3. Information Library

Digital humans hold the answer to thousands of questions, from details of prescriptions through to healthcare administration.

How does AI help healthcare?


AI can help healthcare companies and their patients equally, by both improving customer service and process efficiency.

Information such as medical records with operating metrics can be integrated using AI to help physicians be more effective. The amount of costly and unnecessary hospital visits can also be reduced using AI. Staff can be alerted by AI only when a patient is truly in need of care.

Lastly, AI can deliver faster customer service and time-saving administrative duties to help while improving efficiency.

5 Benefits of using AI in healthcare


#1. Empathetic

UneeQ’s digital humans have the ability to read emotions allowing them to deliver better customer service.

#2. Consistent

Unlike real humans, digital humans always have a good attitude. This allows them to deliver more consistent service and answers to patients. 

#3. Trainable

Digital humans only need to be trained once and are guaranteed to retain the information. 

#4. Scalable and efficient

Digital humans operate on an infinite scale to meet high demand at a low cost.

#5. Patient experience analytics

Healthcare companies can better understand what is working for patients using emotional and conversation analytics from AI technology.

How can AI change healthcare?


AI can change the healthcare industry by solving some of its most costly problems. Using AI and machine learning (ML), inefficiencies can be identified to create a more effective administrative process.

This should improve outcomes, reducing costs for both healthcare providers and patients. In addition, using digital humans, patients can receive immediate assistance 24/7.

Pros & cons of AI in healthcare


There are naturally both pros and cons in using AI in healthcare:

Pros:

  • AI technology has a lower error rate than humans
  • Immediate service available 24/7
  • Better handling of information
  • Inefficiencies more easily identified
  • Relieves staff of information overload

Cons:

  • High initial investment
  • Challenge to get patients and staff to trust the technology
  • AI cannot work outside of what it’s programmed for

Benefits of chatbots for healthcare: Build customer engagement


No Judgement

Customers avoid talking to a person when they feel they might be judged, but they know a digital human will never judge them

Available Immediately

Digital humans are always available immediately, regardless of demand

‘Super Brain’

Access thousands of answers, just one question away

Available Anywhere 24/7

Digital humans are available on any channel: Web, mobile, or within a healthcare institution, even outside of business hours

Achieve what chat can’t with digital humans: Build brand value, loyalty & trust


Reach

Convenient access to an endless number of customers around the clock

Brand embodiment

Create a powerful customer experience that will embody your brand and increase value in a digital world

Differentiation

Differentiate your brand from others in a digital-first world through personalized experiences that increase your NPS

Trust

Face-to-face encounters are more effective in building trust and can make all the difference in closing a sale or customers taking your advice

Loyalty

Provide highly customized interactions with customers in real-time – creating a valuable emotional connection that helps drive customer loyalty

The future of AI in healthcare


Using UneeQ’s platform allows customers to discover a whole new way to interact online, changing their perception of healthcare providers. Digital humans in healthcare offer a warm, human touch where simple AI chatbots can’t.

UneeQ’s digital humans feature response analysis, speech synthesis and automated emotional and expression intelligence. In order to keep up with digital transformation in the healthcare industry, companies should be implementing AI and aiming to take advantage of all the benefits can give them and their customers.

Digital humans can deliver highly personalized service and are predicted to become a core piece of managing relationships in the near future.