It is difficult to deny that Artificial Intelligence (AI) and chatbots are a very hot topic at the moment, and for good reason. According to Servion Global Solutions, by 2025 95% of customer interactions will be powered by AI.
Customer experiences beyond products
This prediction might sound a bit extreme, but there are many benefits to using AI. It is important to understand the reality we find ourselves in and how chatbots can redefine the way consumers engage with our brands. In just a few years having a chatbot will be as necessary for your company as having a website – the important challenge though is understanding the how. Just as a website today simply for the sake of it is not adding value, neither will AI if we do not understand its purpose and how to use it in the most valuable way.
AI is already able to solve customers’ requests faster and more efficiently than a human ever could (e.g. it can shorten customers waiting times, thus significantly reducing phone bills – a simple customer pain suddenly relieved). In the world of healthcare, AI and chatbots are a beneficial way to become more patient-centric and improve customer experiences beyond products. Chatbots can provide users with information on a variety of topics, such as what is the correct way to use a medical device or a complex drug procedure. The information is not new, but the delivery is, and in a world of digital savvy consumers that can make all the difference.
What is a chatbot and how does it work?
For those who are unfamiliar with chatbots, they are a kind of automated service – a auditory or textual conversation – that customers can interact with. It is a form of AI, that operates within a defined set of rules (making ensuring compliance simple). When a customer goes to a chat platform and starts a dialogue asking for assistance, the chatbot responds in the way a human would, but faster, and without risk of human error.
How do I get started?
For those of us working in healthcare, it is important to be aware that, being in a highly-regulated industry, the chatbots we create need to comply with the current rules. Especially because when set up right, chatbots are an effective way to deliver personalised content and support to a customer at scale, where needed, in a cost-efficient manner.
Ready to find out more?
If you would like to take bold steps into the world of chatbots and AI, then join the HealthBOT Europe 2018 Event on May 15th in Copenhagen.