Chatbots are one of the biggest areas where AI is being implemented these days. Generative machine learning and artificial intelligence have effectively found one application here. This can make the process of inbound or outbound calls in healthcare easier for some people. However, it could also mean a lack of personalized assistance. Several industry experts have been pointing out how the use of artificial intelligence will keep rolling into healthcare call center support.
In this article, we’ll look into how we can use artificial intelligence in chatbots and virtual assistance for healthcare call center support.
How can AI be implemented in healthcare call center support?
Now that generative machine learning has found its way into virtually everything, patient and healthcare services have also been impacted. This can be for quick follow-ups, consumer verifications, or the purpose of promotion as initiated by call centers. The idea, at least in theory, is that using artificial intelligence as your virtual assistant is an effectively faster and more precise method of dealing with booking appointments or follow-up calls with doctors.
Another place where professionals find the use of this tool is in the process of patient verifications, setting appointments, sorting through data and prescription checks, processing of patient information, and other essential but preliminary steps. However, the accuracy and the safety of this are still quite suspect.
Lastly, as mentioned earlier, AI healthcare call center support assistance and the constant presence of virtual assistants could provide on-the-clock support and extend hours beyond that of traditional and physical operations.
What do the patients think?
For most consumers, the use of AI lies mostly in the use of virtual chatbots and assistants, as stated earlier. So it’s safe to say this is familiar territory for many. Their expectations lie mostly in the realms of having someone answer all their questions and guide them through the healthcare process.
However, industry experts have found that while the interface and responding abilities of chatbots have significantly increased when in a real fix, patients almost always prefer to speak to a real doctor or a nurse and not an automated bot. In fact, most patients find the use of AI for consultations in case of emergencies and telemedicine quite tedious and unreliable. So, ideally, there should be a blend of humans and AI assistance.
Wrapping up
As mentioned earlier, there is a lot of potential and scope for exploration in the field of integrating AI in healthcare call center support, especially when it comes to chatbots. This is arguably the most applicable area of the technology. However, patient responses have not been the best when it comes to emergencies. The application is best kept for issues of appointment setting and verifications.
