Artificial Intelligent Chatbots in the Healthcare Industry

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Headshot of Alex Dobrescu (Director of IT) with his blog title: Artificial Intelligent Chatbots in the Healthcare Industry

AI & Machine Learning

The concept of artificial intelligence is not rare today – so many of us already interact with AI-powered tools such as Alexa and Siri.

For businesses, especially healthcare, utilization of AI with a combination of machine learning helps in streamlining the processes with automation, increasing the efficiency and reducing the costs.

The machine learning term was first referenced back in 1959 as a system capable of learning through varied data inputs and experiences. In simpler terms, machine learning is part of AI that implements an algorithm with the ability to learn certain tasks as well as improve from past experience without the need of explicit programming. Through available data, these smart programs access and learn by themselves. Developers design the system and code in such a way that it can perform repeated tasks on its own.

How Chatbots Can Help

The chatbots systems based on machine learning have become a significant selling feature for vendors in the AI field.

Chatbots are automated tools designed to improve communication processes with customers without the need of human agents or representatives. Simpler chatbots are already implemented in numerous e-commerce and other websites where users can interact and find answers to their queries. Users do not mind communicating with automated chatbots as long as they are helpful, and provide patient support.

The idea of having a chatbot that becomes a better version of itself day by day with machine learning and data feed is very appealing. According to Grand View Research, the chatbot market is expected to reach $1.23 billion by 2025.

AI in Healthcare

Research shows that artificial intelligence is already playing a crucial role in the healthcare industry with a positive impact on patients and healthcare professionals. AI capabilities are incredibly diverse and can be applied to a number of life sciences use cases.

Here are some ways AI can help HCPs, patients and the pharmaceutical industry:

AI-Fueled Patient Experience – Transform patient experience by providing solutions that improve patient outcomes and accurately address patient needs. Artificial intelligence can offer solutions that are human-centered yet automated, allowing your team to focus on higher value initiatives, and spend more time with patients.

AI-Powered Virtual Assistant – The Alphanumeric Virtual Assistant implements AI technology to drive transactions to a self-service model, standardize repetitive requests, and streamline operations. One very helpful tool available with the Alphanumeric Virtual Assistant, customers can seek financial assistance through the guidance of the chatbot by applying discounts or coupons.

AI-Powered Smart Search – The Alphanumeric Smart Search uses NPL (natural language processing), not keyword searches, and understands conversational intent. Smart Search serves up incredibly accurate answers to exactly what the HCP was searching for in 1.3 seconds. This AI Solution transforms the experience for HCPs who are stretched too thin!

Regulations & Compliances in Healthcare Sector

Although chatbots are filled with positive traits, there are still some areas where they are not adequate enough to meet all needs and expectations, especially in the field of healthcare.

The healthcare sector is regulated, from HIPPA Compliance, PII protection to best practices and risk management as per international standards. When we speak about implementation of AI technology, and AI powered tools such as chatbot in healthcare, we must consider multiple approaches for addressing the safety of users i.e. patients.

The safety and effective utilization of medical chatbots is possible if risks are mitigated; one of the crucial risks to manage is the learning for lexicon and knowledge expansion without monitoring and supervision.

Supervised vs Unsupervised Machine Learning

Conversational chatbots are based on machine learning and deep learning technology. There are two basic methods that fall in such systems: supervised learning and unsupervised learning.

In supervised learning, a certain level of accuracy is maintained while training the chatbot with a large amount of monitored data. While unsupervised learning requires the chatbot to be dependent upon examples to interpret and respond independently, without the need of human intervention.

The chatbots designed for healthcare professionals or consumers should always apply supervised machine learning. From feeding the data into the AI bot manually or via automation, all information must be verified and approved by authority/experts.

Hiring Professional Team for Implementation

Over the years, Alphanumeric has designed and developed perfect AI solutions for the Pharma industry. With a proven track record of more than 20 chatbots deployed and intent powered medical search, we are well-aware of the regulations and compliances.

Accuracy response rate as high as 91%, represents a true testament of our active involvement in monitoring supervised machine learnings, together with the power of NLP (natural language processing), represent crucial elements of our success and accuracy.

Having a flexible back office that tracks and alerts human engineers before new interactions and connections are learned gives advanced approval from regulators and a quality control check.

If you are looking to explore artificial intelligence for your business, we are the experts in AI solutions. Let us help guide your digital transformation.

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