A Beginners Guide to Chatbot for Healthcare Services
” Eliza, the first chatterbot ever coded, was then invented in 1966 by Joseph Weizenbaum. ”
Amazing when one comes to think about the timeline, from the first ever chatbot created and three (3) years’ later, Malaysia achieved her “Merdeka” in the year 1963. Giving a healthy dose of perspective of the amazing ways how technologies have evolved thus far. Fast forward today in Malaysia, Chatbots’ presence can be felt, however the growth in adopting the technology in leading industries is still very much at its infancy.
Hospitals, healthcare management industries and pharmaceuticals in Malaysia should be the forefront industry to pioneer this technology. Seeing as how up to 73% of healthcare administration tasks reported by Insider Intelligence can be automated by implementation of Chatbot technology, the Human Resource department will be the first to rejoice! More ways to grow, and optimize the talents of fellow employees.
Read on below: A beginners guide to implementing Chatbot for your Healthcare Services.
Let’s Start with the Basics
By now, your customer service team (especially the veteran ones’) will be able to anticipate what are the few types of questions the patients or potential patients will first ask.
That’s why you should always start with Implementation of Chatbot That Can Generate FAQ choices.
How does it work? We work together with your team in finding out what are the “Frequently Asked Questions”, and proceed to automate them on Chatbot services. Easy! Saving the bulk of time for your team, and your patients for more important matters. Believe us, your patients will be more than glad to have their time saved, with accurate information gained.
Not only saving time in the process, through scripting FAQ replies powered by Chatbots you can control thus ensuring the “company standard answers (SOP)” are being upheld. One can’t fault a new trainee to sometimes give the wrong answer.
Connect me to a HUMAN please! Though it’s “only” a LIVECHAT through Chatbot.
We’re pretty sure you’ve been in one of these roles before. As a fellow consumer of services, customer or even calling in as a patient yourself, it is truly frustrating when calls go unanswered, dropped or connected to the wrong department.
The constant dropping of calls could also be the sole reason for some customers switching loyalty to a competitor hospital. What more when it’s really an emergency at that point of time.
The feeling of not being valued plays a strong factor when patients encounter these scenarios.
LIVECHAT Chatbots are the answer to all the above problems. We humans can discern once the Chatbots’ conversation switches from Ai to an actual Live personnel behind. The feeling of appreciation, and subconscious affirmation that your hospital is the right choice would be felt. Thus, indirectly you have gained a loyal customer.
A Fishing Net of Information
Just like a fishing net, through implementation of Chatbot you have another source of Data collection. We can create something like a fulfilment of information (covering PDPA of course), before the requester can proceed. It is true when they say Data is power. From the frequency of the selection in the FAQ, one can identify what are the services or products most patients look for. This is just one example.
Simple information are filled in the chat like name and contact details, is it a General Practitioner they are looking for or a certain Specialist, in which field is the most sought after, or more before they can proceed to the next stage of inquiry. Data such as these are valuable equating to potential clients at your doorstep.
There’s always room for Expansion
Once you’ve started with engaging our Chatbot services, you can then explore more on the different ways we can help automate. Not limited to front-liners only. Hospitals can plan marketing activities on a much larger scale. Marketing ideas such as health talk seminars, or special packages and ongoing promotions, or even blood donation drive, and etc via outbound dialler/ outbound call. How does it work? The campaign can be communicated through mass blasting via call to many customers concurrently.
As your business grows, allow us to grow with you, supporting you to greater heights. Just like how you are looking out to constantly improve the quality of health of your patients, we are constantly on the lookout to help improve your patients Customer Service journey with you.
Set an appointment with us today, Chat more with our experts.
