Top 6 Use Cases of Chatbots in Healthcare

It works with users inputting their mood for the day, rating their mood, and providing a short description or some context about their emotion. They can add more detail by choosing from a large menu of emotion keywords provided by the app. Being a customer service adherent, her goal is to show that organizations can use customer experience as a competitive advantage and win customer loyalty.

Besides, chatbots can also notify patients and send reminders regarding updates about medical appointments. On a macro level, healthcare chatbots can also monitor healthcare trends and identify rising issues in a population, giving updates based on a user’s GPS location. This is especially useful in areas such as epidemiology or public health, where medical personnel need to act quickly in order to contain the spread of infectious diseases or outbreaks. The app helps people with addictions  by sending daily challenges designed around a particular stage of recovery and teaching them how to get rid of drugs and alcohol. The chatbot provides users with evidence-based tips, relying on a massive patient data set, plus, it works really well alongside other treatment models or can be used on its own. Only then will we be able to unlock the true power of AI-enabled conversational healthcare.

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There are three primary use cases for the use of chatbot technology in healthcare – informative, conversational, and prescriptive. These chatbots vary in their conversational style, the depth of communication, and the type of solutions they provide. Machine learning applications are beginning to transform patient care as we know it. Although still in its early stages, chatbots will not only improve care delivery, but they will also lead to significant healthcare cost savings and improved patient care outcomes in the near future. Do medical chatbots powered by AI technologies cause significant paradigm shifts in healthcare? Patients love speaking to real-life doctors, and artificial intelligence is what makes chatbots sound more human.

To our knowledge, no review has been published examining the landscape of commercially available and consumer-facing healthbots across all health domains and characterized the NLP system design of such apps. This review aims to classify the types of healthbots available on the app store (Apple iOS and Google Play app stores), their contexts of use, as well as their NLP capabilities. While the industry is already flooded with various healthcare chatbots, we still see a reluctance towards experimentation with more evolved use cases. It is partially because conversational AI is still evolving and has a long way to go. As natural language understanding and artificial intelligence technologies evolve, we will see the emergence of more advanced healthcare chatbot solutions.

Chatbot Use case diagram [classic]

The market is brimming with technology vendors working on AI models and algorithms to enhance healthcare quality. However, the majority of these AI solutions (focusing on operational performance and clinical outcomes) are still in their infancy. The global healthcare chatbots market accounted for $116.9 million in 2018 and is expected to reach a whopping $345.3 million by 2026, registering a CAGR of 14.5% from 2019 to 2026. Chatbots can take the collected data and keep your patients informed with relevant healthcare articles and other content.

• Using chatbots for healthcare helps patients to contact the doctor for major issues.
• Ever since the introduction of chatbots, health professionals are realizing how chatbots can improve healthcare.
• Also, Accenture research shows that digital users prefer messaging platforms with a text and voice-based interface.
• For the apps that are available in the market, the majority of downloads are done by individuals.
• Your business can reach a wider audience, segment your visitors, and persuade consumers to shop with you through suggested products and sales advertisements.

From enhancing patient experience and helping medical professionals, to improving healthcare processes and unlocking actionable insights, medical or healthcare chatbots can be used for achieving various objectives. Poised to change the way payers, medical care providers, and patients interact with each other, medical chatbots are one of the most matured and influential AI-powered healthcare solutions developed so far. Table 2 presents an overview of the characterizations of the apps’ NLP systems.

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While these do not represent the field in its entirety, these were chosen for their factors such as funding, user base or ubiquity and industry recognition. But, before you approach a technology partner to develop a chatbot for your healthcare facility, it is important to know the different types. She creates contextual, insightful, and conversational content for business audiences across a broad range of industries and categories like Customer Service, Customer Experience (CX), Chatbots, and more.

Here are seven of the best chatbot use cases for improving sales and customer service techniques and outcomes. Of course, the overall benefit of deploying chatbots is that they help you provide service and sales support for your customers around the clock more cost-effectively. Moodkit, developed by mobile application development company Thriveport, is a system of applications that helps users alleviate symptoms of mental illness. This is done through guided activities that identify and change negative thought patterns, tools that rate and chart moods across time, and text journaling using custom templates. Woebot claims to be an automated conversational agent or chatbot that monitors the moods of users and provides a venue in which users can express their thoughts and emotions through therapeutic conversations.

It saves you the hassle of manually adding data and keeping physical copies that you fetch whenever there’s a returning patient. Years ago, being a web developer passionate about the latest technologies, I set up a company for developing non-standard web solutions. Over the last two decades in the IT industry, I have overseen its unstoppable growth and learned some personal insights, which I am happy to share with you. Chatbots are integrated into the medical facility database to extract information about suitable physicians, available slots, clinics, and pharmacies  working days. The pandemic chatbot has assisted in responding to more than 100 million citizen enquiries.

Studies show that chatbots in healthcare are expected to grow at an exponential rate of 19.16% from 2022 to 2030. This growth can be attributed to the fact that chatbot technology in healthcare is doing more than having conversations. According to research by the AMA, about 55% of treatment nonadherence accounts for miscommunication between patients and their health providers. Medical chatbots have the potential to become the missing link, providing necessary information and reminding patients to take medication on time. Complex conversational bots use a subclass of machine learning (ML) algorithms we’ve mentioned before — NLP. In order to effectively process speech, they need to be trained prior to release.

Doctors would expect essential info delivered in the appropriate medical lexicon. You do not design a conversational pathway the way you perceive your intended users, but with real customer data that shows how they want their conversations to be. Woebot is a chatbot designed by researchers at Stanford University to provide mental health assistance using cognitive behavioral therapy (CBT) techniques. People who suffer from depression, anxiety disorders, or mood disorders can converse with this chatbot, which, in turn, helps people treat themselves by reshaping their behavior and thought patterns. Informative chatbots provide helpful information for users, often in the form of pop-ups, notifications, and breaking stories.

The Apple Store does not show the number of downloads – nor rating by users who downloaded it. Thriveport’s partner ustwo generates the revenues by partnering with businesses and organizations to form new ventures and invest in early-stage startups. At the moment, the Woebet site claims that it works solely on the funding it has received. According to its website, along the course of its development, the company may start charging a cost to download to make the business more sustainable. However, this video of a news report says Woebot is free only in the first two weeks, then costs $39 exceeding that period. The data can be saved further making patient admission, symptom tracking, doctor-patient contact, and medical record-keeping easier.

Generally, informative bots provide automated information and customer support. Neither does she miss a dose of the prescribed antibiotic – a healthcare chatbot app brings her up to speed on those details. Hospitals in the United States healthcare chatbot use case diagram spend more than USD 200 billion on administrative costs alone. With hospitals running on razor-thin margins, healthcare is increasingly embracing chatbots to cut down on operational costs and help them serve patients better.

Identifying and characterizing elements of NLP is challenging, as apps do not explicitly state their machine learning approach. We were able to determine the dialogue management system and the dialogue interaction method of the healthbot for 92% of apps. Dialogue management is the high-level design of how the healthbot will maintain the entire conversation while the dialogue interaction method is the way in which the user interacts with the system. While these choices are often tied together, e.g., finite-state and fixed input, we do see examples of finite-state dialogue management with the semantic parser interaction method. Ninety-six percent of apps employed a finite-state conversational design, indicating that users are taken through a flow of predetermined steps then provided with a response.

For the apps that are available in the market, the majority of downloads are done by individuals. Many of these apps are developed within academic research settings and rarely have the needed infrastructure to support and bring them to the wider market. Further, there are no indications that the apps are being adopted by clinics, hospitals or other health and medical institutions.

There are several benefits of chatbots in the healthcare industry, and it’s not just for practitioners but also for patients. It is very well known that doctors always try to be available for their patients but sometimes it is impossible to cater to every patient due to their tight schedule. A healthcare chatbot can also help patients with health insurance claims and billing—something that can often be a source of frustration and confusion for healthcare consumers. And unlike a human, a chatbot can process vast amounts of data in a short period of time in order to provide the best outcomes for the patient. Some patients may also find healthcare professionals to be intimidating to talk to or have difficulty coming into the clinic in person.