It’s tempting for companies to rely solely on incorporating self-service technology for customer service, but there are some drawbacks. These self-service tools cannot yet understand context and nuance in the same way that a human can.
For example, using the FAQ and simple chatbot process automation might be able to answer 75 percent of your questions without you having to speak with an agent, but this isn’t enough. You need close to 100 percent accuracy if you want your customers coming back.
Conversational AI is a talking computer that comprehends context and gives intelligent replies. Such a system is complex as it takes a lot of data to master a subject, but the AI algorithm improves by leaps and bounds once it has been trained. The distinction between conversational AI and chatbot is crucial: this isn’t just a chatbot.
Patients frequently have issues that need to be addressed right away, but don’t require the attention of a healthcare worker. The good news for healthcare businesses struggling with personnel shortages is that most clients choose self-service over talking to a person. Explore conversational AI in the following areas of your healthcare operation.
- General Questions. FAQ and essential information that may be included on your website and other IT solutions in the business can all be pulled together in conversational AI.
- Clinical Triage. With Covid variants striking every health system, it’s critical to have a simple symptom checker for patients to use to determine whether they have a cold/flu or covid.
- Patient Transaction. Appointment scheduling, medication refills, bill payment, and many other functions can all be part of the offering. This will create the capacity for the staff to focus on more complex issues.
Tips for decision-makers
- It’s a jam-packed vendor space with point solutions and centralized platforms. Of course, we want a single system that all departments may use in the organization.
- According to my research, there is no such thing as a healthcare conversational AI. Many of those who specialize in healthcare provide the same basic capabilities.
- Identify viable, conversational AI solutions by working with potential early adopter departments such as HR, IT, and customer service.
- Everyone seems to have a solution ranging from big tech cloud companies, unified communication vendors, CRM solutions, and AI point solutions. It is a build vs. buy discussion since you may be building features from a big tech’s cloud platform that your solution sits on.
- Voice and avatar solutions are on the rise. Explore whether those are essential features for your use case.
There are many options for meeting your conversational AI goal. I recommend that you thoroughly evaluate all of your choices by first comparing your current list of solutions vendors instead of buying the latest shiny object on the market.
This piece was written by David Chou, CIO at Harris Health System. To view his blog, click here.
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