Every year, it seems like there’s a new technology that’s taking the healthcare industry by storm. In recent years, it’s been conversational AI. Also known as chatbots or virtual assistants, conversational AI is a way of providing customer service that understands human intent and can carry on a conversation as if it were a real person.
At first, conversational AI was met with some skepticism. After all, could a computer really provide the same level of customer service as a human? But as chatbots and virtual assistants have become more sophisticated, they’ve proved to be valuable tools in the healthcare industry— especially when it comes to reducing costs and increasing efficiency. Here’s a closer look at how conversational AI is transforming healthcare:
One of the most important ways that conversational AI is transforming healthcare is by reducing costs. Contact centers are one of the biggest cost centers for healthcare organizations, so anything that can be done to reduce costs in this area is a major win.
By using conversational AI to handle routine inquiries, contact centers can free up agents to handle more complex tasks—tasks that require a human touch. This not only reduces costs but also increases efficiency and improves the customer experience. In fact, one study found that chatbots can handle 70% of routine tasks—leaving agents available to handle more complex issues.
Improving Customer Service
In addition to reducing costs, conversational AI is also improving customer service in the healthcare industry. As we mentioned before, chatbots and virtual assistants are getting more sophisticated all the time— which means they’re better able to understand human intention and provide the answers customers are looking for.
What’s more, chatbots can provide 24/7 customer service—something that’s becoming increasingly important as patients demand more access to their providers around the clock. By using conversational AI, healthcare organizations can make sure their patients always have someone to talk to—even when agents are unavailable.
There’s no doubt about it: conversational AI is transforming healthcare. From reducing costs to improving customer service, chatbots and virtual assistants are making a big impact in the industry. As they become more sophisticated, there’s no telling what else they will be able to do—but one thing is for sure: they’re here to stay.