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Chatbots in Healthcare ️ Development and Use Cases

Medical Chatbots Definition, Use cases, Advantage, Cost, Future

chatbot use cases in healthcare

Whereas open-ended questions ensure that patients get a chance to talk and give a detailed review. Obviously, chatbots cannot replace therapists and physicians, but they can provide a trusted and unbiased go-to place for the patient around-the-clock. It also increases revenue as the reduction in the consultation periods and hospital waiting lines leads healthcare institutions to take in and manage more patients. Physicians worry about how their patients might look up and try cures mentioned on dubious online sites, but with a chatbot, patients have a dependable source to turn to at any time. Healthcare Chatbot is an AI-powered software that uses machine learning algorithms or computer programs to interact with leads in auditory or textual modes. The interface of your chatbot can be a make it or break it moment for user engagement.

chatbot use cases in healthcare

We’ll tell you about the top chatbots in medicine today, along with their pros and cons. On top of all that, we’ll discuss the use cases that these chatbots can have. As a bonus, we’ll also cover the ambiguous future of AI-powered medical chatbots. As if the massive spike in patient intake and overworked health practitioners were not enough, healthcare professionals were battling with yet another critical aspect.

How are medical chatbots giving healthcare systems an advantage?

During COVID, chatbots aided in patient triage by guiding them to useful information, directing them about how to receive help, and assisting them to find vaccination locations. A chatbot can also help patients to shortlist relevant doctors/physicians and schedule an appointment. We identified 6 broad use-case categories and 15 use cases where chatbots were deployed in the Covid-19 public health response. They can easily be deployed on different platforms and have easy-to-use conversational interfaces that enable broad reach and access to different demographics. Chatbots are most commonly used for information dissemination and risk assessment, which are critical to public health response.

Your bot can provide initial help even by giving generalized suggestions based on certain keywords your patient uses. Design and set up Facebook, Instagram, WhatsApp, or Telegram chatbots without needing to code with SendPulse. Create message flows including not only text, but images, lists, buttons with a link, and much more. Also, 68% of consumers say they like that a chatbot answers them quickly, so it’s a sure way to make the patient journey smoother. Imagine having to browse through dozens of website pages when suffering from an acute toothache — not everyone will power through that. The chatbot offers website visitors several options with clear guidelines on preparing for tests such as non-fasting and fasting health checkups, how to prepare for them, what to expect with results, and more.

Better customer engagement

Chatbots were also used for scheduling vaccine appointments (1 case).35 The chatbot searches for appointment availability across various locations and automates the appointment scheduling process. This enables more efficient utilization of available vaccines, reduces wait times in vaccine centers, and allows users to easily find available appointments. We categorized these chatbots based on (a) their use case which reflects the public health response activity they supported and (b) their design characteristics. We used qualitative methods to allow our use cases and use-case categories to emerge from our data. Specifically, both authors engaged in open coding (see Miles and Huberman18) where we identified the public health response activities that the chatbots supported.


This will make the task easy for the physicians as they will know the course of the disease easily. Undoubtedly, artificial intelligence (AI) is impacting healthcare in more than one way. According to a recent report, 2 out 5 healthcare executives believe that AI technology will revolutionize the healthcare industry within https://www.metadialog.com/ the next three years. It is further expected that the growth in the AI market will touch $6.6 billion by the end of 2021. Healthcare chatbots have the potential to revolutionize the way patient care is delivered in 2023 and beyond. Additionally, when chatbots are used to replace human doctors, ethical issues can arise.

Healthcare Chatbots: Use Cases

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. Undoubtedly, the accuracy of these chatbots will increase as well but successful adoption of healthcare chatbots will require a lot more than that. It will require a fine balance between human empathy and machine intelligence to develop chatbot solutions that can address healthcare challenges. By adding a healthcare chatbot to your customer support, you can combat the challenges effectively and give the scalability to handle conversations in real-time. 69% of customers prefer communicating with chatbots for simpler support queries.

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Over the last couple of years, especially since the onset of the COVID-19 pandemic, the demand for chatbots in healthcare has grown exponentially. The chatbot inquires about the symptoms the user is experiencing as well as their lifestyle, offers trustworthy information, and then compiles a report on the most likely causes based on the information given. It has been lauded as highly accurate, with detailed explanations and recommendations to seek further health advice for cases that need medical treatment. Chatbots in healthcare can also be used to provide consumers with basic diagnostic assistance and as a tool to assess symptoms before an in-person appointment. Chatbots and conversational AI have been widely implemented in the mental health field as a cheaper and more accessible option for healthcare consumers.

Online patient care and education

This does not influence our use cases since chatbot objectives were described in the articles. We excluded 9 cases from our sample since our analysis revealed that they were not chatbots. We identified 3 new chatbots that focused on vaccination, bringing our final sample to 61 chatbots and resulting in 1 additional use-case category and 1 new use case. Patients can also easily book appointments through medical chatbots without going through hoops. And that’s one of the biggest problems that healthcare chatbots are currently solving. The EVA bot has been configured to handle queries on more than 7,500 FAQs, along with information on the bank’s products and services.

chatbot use cases in healthcare

This will ensure that there is a higher occupancy rate at your healthcare facility. In a conversational interface, healthcare voice bots can offer individualized information, reminders, and support. For instance, during the pandemic, health chatbot use cases in healthcare providers used mental health chatbots to digitize their practice in addition to traditional consultations. These voice bots may make appointment arrangements, respond to general health-related queries, and answer patient questions.

Step 3: Fuse the best of human and AI

Many state or regional governments also developed their own chatbots; for instance, Spain has 9 different chatbots for different regions. Some ask general questions about exposure and symptoms (e.g., Case 7), whereas others also check for preexisting conditions to assess high-risk users (e.g., Case 1). Based on the assessed risk, the chatbot makes behavioral recommendations (e.g., self-monitor, quarantine, etc.).

chatbot use cases in healthcare

More specifically, it sounds like a job for someone who lives and breathes code. This means that even if you have all the reasons to build out your own healthcare chatbot, it just involves a lot of collaboration with your technical team to actually go ahead and implement it. Patients can even book video appointments without having to download the app, making it one of the most friendly solutions in the market. The chatbot for the app, powered by Kommunicate, is primarily used to collect phone numbers. Using these phone numbers, the support team at Navia can ensure that no lead that visits the app falls through the cracks. The chatbot has been implemented in multiple languages and is fully capable of providing detailed information regarding dosing, prescriptions, safety instructions, etc.

Schedule appointments easily

The doctors can then use all this information to analyze the patient and make accurate reports. 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. Once again, answering these and many other questions concerning the backend of your software requires a certain level of expertise.

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