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Category: Chat
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Conversational AI in Healthcare Improves Patient Engagement and Efficacy
Conversational AI is offering many conveniences across various industries, and the healthcare sector is one that is much gained from it.
Healthcare plays a vital role in the life of every individual. As individuals, we have the most significant stake in our care rather than others.
One-third of us feel much confident that we can master our health
But, the number of people who need healthcare support during and after hospitalization has considerably increased in the last ten years.
Regardless of the age group, every patient looks out for healthcare support even after they discharge from the hospital, it could be for medication adherence, medical, diet, and it can be for doctor’s appointment.
According to our research, 77% of patients carry out online research ahead of scheduling an appointment with a healthcare professional. And every year, 7% of patients switch between healthcare providers due to poor experience (Online convenience & speed).
Due to this, patient engagement became an integral part and became one of the buzzwords in the healthcare industry.
To be frank, most healthcare service providers are taking much care of patient engagement because better patient engagement builds reliance between patients & service providers.
And it acts as a key for continuing the attention with the same provider, which is useful for their business growth.
Along with trust, financial considerations also play a crucial role. The reason is, it motivates the organization to provide better care for each patient and make him satisfied with the service they are offering.
This is why most healthcare service providers are very much concerned about patient engagement, and along with it, they are striving to improve it.
Most of the service providers understood that integrating Conversational AI solutions into their system can enhance patient engagement and customer experience.
Because of its ideal core competencies to provide accurate, faster responses to patients, conversational AI solutions are poised to be extremely useful to improve the patient’s lifecycle.
If you have the curiosity to know-how exactly, conversational AI is going to improve patient engagement.
Just follow us!
Before we move on to the core point, let us look at some of the necessary information about patient engagement.
Understanding patient engagement?
Boosting patient engagement became a primary goal or concern for most of healthcare providers, what exactly is it?
Patient engagement in healthcare acts as a communication medium between the provider and the patient.
It enables patients to take care of their health, appointments, medical expenses medication, and procedures that help to enhance better health outcomes, coerce enhanced patient care and attain lower costs.
Patient engagement solutions offer patients the required tools to engage In their health management. Patient engagement Tools adoption and successful deployment in the organization have a direct effect on patient overall experience and satisfaction.
Why does patient engagement matter?
Traditionally every individual is spending more than 9000 hours in taking care of their health outside the hospital. And very less time we are under the supervision of physicians.
We can even decrease it under the supervision of doctors by merely empowering the patients to take more responsibility for their health, and that gives a wealth of benefits in the future for an individual, healthcare providers, and even for society.
Patient engagement has importance in two different cases, that is clinical & business.
Clinical case
It is proven that:
Better engaged patients = Positive health outcomes
In fact, patient engagement is considered the Next blockbuster drug of the 21st century. Based on various reports and studies, most engaged patients are more probable to:
- Very good at making decisions.
- Take responsibility for their health and visit the doctor’s office when it is necessary.
- Participate in prevention & monitoring activities.
- Feel pleased with the treatment & care.
The countries invested in patient engagement are seeing more exceptional results.
In Denmark, there is a 50% decrease in hospital days with greater patient engagement.
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The Business case
Along with patients, patient engagement is essential for health service providers too. Enhancing patient engagement can make real business sense, and it also helps to be ahead of your competitors.
Patient engagement strategies help to save administrative costs by involving patients more in the administrative process.
In this competitive healthcare market, patient satisfaction is a crucial criterion for healthcare service providers to judge upon. At present, most of public and private providers are taking this as a measure to payment method.
If you are still thinking of why patient engagement matters? Just have a look at the research done by David Veroff at Health Dialog1.
In this research, a group of 170,000 patients was divided into two subgroups. The first group got support from trained health coaches; the second group got enhanced decision-making support.
The group that received superior decision making support had:
- 20.9% fewer heart surgeries
- 5.4% lower overall medical costs.
- 12.5% fewer hospital admissions.
Patient engagement benefits:
Patient engagement is offering various benefits for both patients and service providers.
- Higher levels of satisfaction
- Reduced diagnostics testing & expenditures
- Higher levels of health literacy
- Fewer elective surgeries
- Increase adherence to prescribed medical treatments
- Increased functional status & faster recovery
- Organizational competitiveness
- Enhanced office efficiency
Important patient engagement statistics
Based on the research of Frost & Sullivan, Integrating conversational AI agents in hospitals will decrease the cost of treatment by 50% and increase outcomes by 30–40%.
66% of patients are willing to take on technology & mHealth into their treatment plan.
63% of healthcare providers are saying they are delivering great patient care, but only 43% of the patients agree with the statement.
Now, let us move on to our core point.
How is conversational AI going to change patient engagement?
In this, we look at the various scenarios in the patient engagement journey from the emergency ward to post-visit care and how to simulate each touchpoint in the patient’s life cycle with conversational AI.
Let’s begin!
Triage & Emergency room visits
Most of us, as patient or patient parent, experienced overcrowd situations in front of the emergency rooms & waiting hours to consult the doctor.
It creates problems for both patients & staff that creates protracted waiting times which will lead to ambulance diversion & greater chances of errors. That leads to an increase in risks & financial loss for healthcare service providers.
The reason for the above issue is most of the patients do not use ER’s for severe or catastrophic injuries, and they use them for small problems or injuries.
According to the report of the National Medical care survey, out of 145.6 million ER patients, only 6% are triaged and 32.4% are considered as urgent.
From the above stats, it is clear that the ER services are not being used appropriately. It is because there is no one to guide individuals about what is a real emergency & what is not?
So, how can we resolve it?
We need to outline what kind of care your patient needs depending on that; you need to optimize your patient journey.
It is where conversational AI technology can ease patient engagement. This solution knows precisely who should go for personal care, who can take virtual treatment, who should visit a doctor, and who requires emergency care.
Our conversational agents will connect the patients with the right medical services. The conversational solution combines symptom checkers along with the care location finder to provide a seamless experience for the patients.
Using a conversational AI solution for patient engagement will enhance admittance to medical data or information to the patients and decrease unwanted appointments with the doctors.
Follow up & Aftercare
Most of the organizations are no longer taking chances to send patients to their homes without proper tools to ensure observance of their discharge plan.
Now, organizations are following a proactive approach for patient care to improve safety and minimize risks for service providers & patients.
The time the patient discharges from the hospital, and the organization needs to take steps to get in touch with patients instantaneously. It gives you real-time opportunities to amplify patient engagement, thus decreases patient readmissions and understands patient prescriptions.
But how?
To know the answer, we need to look after the predicament.
Based on research, at least 20% of all patients admitted in the USA hospital are revisiting to the hospital within 30 days of pardon from the hospital. It’s happening because of the inefficient follow-up & aftercare solution.
To solve this problem, we have built conversational AI Chatbots that will connect organizations with the patients after they discharge. And they can be used by the patients on specific conditions or to get a piece of general information related to discharge.
This approach will boost the level of engagement between a healthcare organization and patients. With this increased level of patient engagement, the healthcare service provides things like:
- Providing healthcare information
- Reminding or alerting users
- Recording & tracking health info.
- It endows recommendations based on the information provided by the individual.
- It enables communication with caretakers, service providers, and family members.
Scheduling & Discovering
The next toughest challenge in patient engagement is identifying & scheduling services for healthcare. Along with patients, hospital management also suffers a lot from it.
The average patient squanders more than 30 minutes to get the right appointment with the right service. When they find the right services, they can not engage because of long waiting times & inconvenient calling hours.
On average, a nurse or staff member spends 1hr/day connecting to the right health professional. This problem can be resolved with the help of conversational AI.
The healthcare Chatbots built with conversational AI will have the information required by patients & service providing, and it helps to connect patients with a service provider within a minute in a single conversation.
Apart from appointment scheduling conversational AI solutions also help in:
- Visiting preparation instructions to individuals
- Informing about the different locations of healthcare service providers.
- It collects & saves patient history for future preferences & scheduling
- Provides potential diagnostic information
- It also prescribes medication
Final words
We hope most of you got to know how conversational AI is going to impact patient engagement & efficacy.
As we are progressing, the demand & need for AI virtual assistants or Chatbots in the healthcare landscape is increasing, and that too, inpatient engagement.
Is your healthcare organization leveraging conversational AI solutions to improve patient engagement?
If not, then it is the right time to think about it.
Don’t forget to give us your 👏 !
Conversational AI in Healthcare Improves Patient Engagement and Efficacy was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
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How to reinforce IT service desk with AI-powered ITSM Chatbots
Artificial Intelligence is one technology that has disrupted the life and living of people across the globe. From the ride-sharing apps that you use to the voice assistants that take your command, AI is all around you. What’s fascinating is that the technology isn’t limited to the services offered to the customers but extends to everyday business operations.
CIOs are actively investing in AI solutions to enhance and upgrade their infrastructure. Evidently, the technology finds its usage in a number of operations including workforce automation, task allocation, and interacting with customers. A few have this misconception that artificial intelligence would replace the manual workforce, leading to job cuts. However, that’s not true. The only purpose behind integrating AI tools and processes in the workforce is to streamline tasks and shift focus from repetitive tasks to productive ones. That is, freeing employees so that they can work on other challenging tasks.
If we talk about numbers, the implementation of AI solutions has grown from 10% to 37% in a span of four years. Besides, the number has tripled in just one year. Such figures act as motivating factors, convincing leaders to strategize and integrate AI solutions within their line of business operations. And hence, the integration of AI Chatbots in human-centric IT service management solutions .
While the sector is continuously thriving, it experiences certain limitations, leaving behind the scope of improvement. Acknowledging that artificial intelligence solutions process operations fast and effectively, the adoption of AI solutions in ITSM seems to be highly promising.
But what is ITSM and does your organization practice ITSM?
Don’t worry, we will answer all of your doubts. Beginning with what ITSM is, we will sketch out a clear path indicating the role played by .
A domain that aims at streamlining IT operations, prioritizing transparency, and implementing modern-day functions, ITSM focuses on improving the end-to-end customer experience. A survey conducted by 491 suggests that 90% of the organizations have ITSM implemented in one form or the other.
Probably because it gives them an edge, allowing them to standardize processes and manage their IT services wisely. But if that is the case, why do we need advanced solutions? Why do we need to augment AI tools and processes in IT Services Management?
Challenges of Traditional ITSM
1) Challenge One: Repetitive tasks
One of the biggest challenges faced by the ITSM professionals is answering the same issue time and again. The fact that the majority of ITSM operations are repetitive by nature, the professionals work on the same tasks time and again. For example, password resets are one of the commonly raised tickets, accounting for 25 to 40 percent of IT calls . This limits their potential, restricting productivity and growth.
2) Challenge Two: Delayed Responses
The second challenge faced by the ITSM sector is delayed responses and greater wait times. Even though 70–80% of the service requests account for the top 20% of the common IT issues, the department fails to solve customer queries in a timely fashion (siloed infrastructure).
3) Challenge Three: Absence of a dedicated system
Longer wait times are often because of the endless calls that the IT executives need to answer. Without a proper process in place, they spend more time sifting through calls than addressing the problem and finding a solution. Besides, the entire infrastructure seems deranged, lacking a dedicated workflow.
4) Challenge four: Keeping track of user assets
Most of the time, problems are related to a product or equipment. IT executives need to gather information about the equipment and then guide users to fix the same. Inability to track these is a major drawback since the recurrence of a similar issue would mandate the executive to repeat the same process for troubleshooting. Had there been a way to track the process and analyze it to automatically guide customers, the response time could be reduced dramatically.
5) Challenge Five: Lengthy training periods for new employees
Where finding the best talent seems a daunting task, training them is another challenge faced by most organizations. For one, it is manual and secondly, it is repetitive. Managers spend a lot of time training candidates than addressing customer issues, and/or resolving them.
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Why AI for ITSM?
With these challenges in mind, it’s time that IT leaders reconfigured their service management strategies. Enterprise leaders need to build a road map that is based on best practices of ITSM and is also flexible to modify itself as per the changing industry trends/customer expectations. In other words, now is the time to create something like a self-healing ITSM framework.
Adobe, being one of the early creators, has integrated AI within their line of ITSM operations in an attempt to develop a “self-healing framework”. The idea of the framework extends beyond the elimination of manual tasks. It addresses operational gaps / technical errors, working to resolve the same at the earliest. For instances where the framework fails to fix the error, an alert message is raised and the IT workers are notified, ensuring effective resolution of the issue.
It is evident that ITSM will only improve in the coming times with more and more automation introduced in the process. In a nutshell, employing artificial intelligence processes will streamline the entire IT service management sector.
Advantages of AI in ITSM
1.Reduce the number of ticket raises
With a dedicated AI solution, the majority of the issues would be resolved (troubleshooting/self-service portals) without the intervention of a customer representative. This reduces the number of customer-facing requests, thereby enhancing the productivity of the IT service desk .
2. Boost employee productivity
Considering that most of the mundane tasks are now automated, ITSM professionals now have the ease to focus on productive tasks. For instance, the adoption of AI automation tools in ITSM has the potential to shift the first-level ticket issues to self-help. That is to say, the lower level tickets are removed, allowing employees to focus on demanding issues or high-level customer concerns.
3. Enhance the response time
Shifting the ticket-resolution process one level up with AI chatbots addressing the basic issues, the overall response time and/or the ticket resolution time is dramatically improved. Besides, AI tools can track down past issues which contribute to quick identification of issues and quicker resolution of the same. All in all, the integration of AI tools allows ITSM professionals to handle/resolve tickets 24/7 and at a lightning speed.
4. Robust Analytics and Reporting
ITSM automation holds the potential to analyze service requests, generating reports that help improve the overall operational efficiency of the ITSM department. The feature isn’t limited to the service desk but extends to capturing historical data, and then storing it for pattern analysis, and issue detection.
5.Easy Deflection in case of complex queries
Similar to the solution adopted by Adobe Systems, AI tools are designed to render services, no matter what the problem is. Meaning that if the bot is incapable of fixing the customer issue, the complaint is forwarded to the appropriate agent. The automated bot makes sure that the details are gathered, segmented, and then routed to the right technician.
One of the most prominent use cases of AU Chatbots in ITSM is the efficient management of incidents. With time, the number of tickets is only increasing. With a fixed number of agents, handling requests becomes a daunting task. This is where AI Chatbots come to play.
As a knowledgeable automation engine, Chatbots can answer routine requests without human intervention. In other words, Chatbots act as virtual agents connecting and communicating with customers guiding them towards the solution. From suggesting self-help articles to assisting them through the troubleshooting process, AI Chatbots render personalized assistance to customers, enhancing engagement and experience.
Introducing Chatbots in ITSM
Having said the above, we narrow down our discussion to one of the most promising innovations, AI Chatbots. Inducing automation, AI Chatbots intend to replace the mundane and repetitive ITSM operations. These bots extend NLP in order to understand the common language and be able to interact with customers effectively.
Given the potential of the technology, it is expected that the integration of AI Chatbots in everyday ITSM operations will help cope with the issues, ensuring enhanced customer experience.
Reinforcing ITSM Operations with AI Chatbots
From interacting with customers in real-time to being active on the portal 24/7, Chatbots can do all. Experts are of the view that integration of Chatbots in ITSM would create a cohesive experience benefiting both the company and the customers.
While this seems to be a broad notion, here are a few use cases that vouch for the efficacy of the solution.
Use Cases of Chatbots in ITSM
An important thing to note that is do not entirely replace human services and are limited to helping Tier I queries. In situations when the bots are incapable of providing a solution, the same is forwarded to the agent.
Here again, Chatbots intends to streamline the process by categorizing the ticket and assigning it to the appropriate agent. The analysis and reporting capabilities of the Chatbots help segment the tickets. This in a way ensures that the ticket is assigned to the right agent, one who is capable of providing a solution.
ITSM systems backed with AI technology will have access to an extensive suite of knowledge that helps better the service management and customer experience. This feature is considered to offer tremendous benefits as it promotes self resolution of errors, expediting the entire process of resolving issues.
Chatbots failing to provide a solution right away suggest articles, to-dos, and a couple of online resources, assisting customers and helping them resolve the issue at the earliest.
A common ticket raised by the majority of the customers is resetting the password. Conventionally, service desk representatives spend a considerable amount of time, solving the password reset issue. With AI Chatbots in ITSM operations, the process can be automated.
Upon receiving a password reset request, the bot will send a temporary password to the customer, enabling him/her to log in to their account. The customers are expected to change the password, in a way resetting it. The entire process is automated, removing manual intervention, and facilitating the faster resolution of the query.
In addition to the above, Chatbots also help automate the workflow, eliminating human errors, improving performance, reducing time, and optimizing operational cost.
To Sum Up
Business Insider suggests that 80% of the businesses readily adopted Chatbots for their business. Meaning that they are aware of the technology and are doing all to align their business operations with the same. As far as ITSM is concerned, leveraging AI helps organizations deliver exceptional customer service while prioritizing their employee’s productivity.
For organizations that are yet to adopt the technology, it’s high time you stopped planning and started acting. Competition is fierce and the longer you procrastinate, the quicker you will lose the game.
Haptik Conversion Studio
Process automation is a game-changer and Haptik Conversion Studio endorses it for all its clients. With the millennial crowd switching to automated solutions, we help business organizations attune their offerings and stand modernized. Deploy a self-service portal with us, and jump on the wheel of automation to improve customer experience. We have helped organizations reduce their IT cost, introducing virtual assistants.
Empower your organization with an automated self-help portal to smartly address issues and fix them at the earliest.
Want to develop an Intelligent Virtual Assistant solution for your brand?
Don’t forget to give us your 👏 !
How to reinforce IT service desk with AI-powered ITSM Chatbots was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
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TalkToPoppy
Hey guys, together with my colleagues from Flowstorm.ai, we’ve recently launched a new project of an AI therapist called Poppy. The goal is not to act like a therapist or replace therapy altogether, but rather to go hand in hand with therapy. This virtual persona analyzes your thoughts and allows you to keep a journal of your negative/positive thoughts. If you want, check it out at poppysplace.ai or get the Alexa skill Poppy’s Place. We’ll be happy to hear any feedback 🙂
submitted by /u/flowstormer
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Why The Future Of Chatbots is Low-Code
Gartner predicts, Low-code application building would gather more than 65% of all app development functions by the year 2024.
With the IT department dealing with massive resource scarcity and struggling to develop apps for various business problems, enterprises started looking at smart solutions that allow people with little or no coding knowledge to quickly deploy AI-powered bots for a host of business use cases. No wonder many organizations turned to low-code app development platforms (LCAPs).
Low-code platforms are indeed the future of chatbot development. So, what’s a low-code app development platform? A low-code application platform, or an LCAP, is an interactive platform that leverages a visual interface, such as drag-and-drop tooling and pre-configured templates, to empower users to develop and deploy professional-grade bots within days.
Let’s explore further—-> https://botcore.ai/blog/low-code-chatbots/
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Towards man-machine conversation: Exploring conversational AI chatbot technology
“Chatbots Will Be Indistinguishable From Humans By 2029” – Ray Kurzweil.
Advancements in conversational AI chatbot technology have created some new opportunities for businesses and routine works. The conversational AI chatbots provide an easy way to handle repetitive tasks for which human labor was employed. conversational AI chatbots play various roles these days in our day-to-day lives. As conversational AI has advanced, so is the enthusiasm amongst its advocates, and is causing botheration amongst its critics. Corporations like Google, Facebook, Microsoft, and amazon are aggressive in their approach to try and leverage the potential trapped in conversational AI both for business and society. How an AI chatbot can impact one’s life is still a vague image. Here is more
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Why do some chatbots censor topics while some don’t?
I don’t understand why some chatbots will avoid some topics at all cost, while some just have a relaxed attitude and tell the user it could utter strange things at times? For instance, if the bot is built on GPT-3 the company don’t have to censor, or do they? I think I’ve read that chatbot manufacturers who provide them for companies have to make their function way more narrow. SaaS regulations affect this, am I’m right?
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