8 Proven Ways For Healthcare Enterprises To Automate Routine Work Using Chatbots

“Every year, chatbots in healthcare and banking will save $8 billion by 2022, up from $20 million this year.” Juniper Research  

Join the growing community of chatbot enthusiasts!

Today, the medical industry is dealing with many challenges. In particular, healthcare enterprises are still facing the problem of bureaucracy and routine work.

Every day, healthcare professionals perform tons of administrative tasks. They spend a lot of their working time on papers, documents, and standard procedures.  

Medical enterprises have strict rules and processes that involve communication between different departments. Often, even simple issues like booking conference rooms, arranging meetings, requesting a vacation, ordering supplies or getting expenses covered depend on other teams.

Let’s say, you are working in a healthcare enterprise and have an intriguing idea. To bring it to life, you will need to get financing. So, the next few weeks might look like a quest to you. You’ll have to reach out to and collect many approvals from other departments, which takes time and resources. Moreover, it often turns into a failure making you go through this department chain a few times again before your idea will be approved.

Besides complex internal communication, employees face the problem of using multiple platforms to complete one task. So, if you want to take a vacation, you’ll have to check how many days off you have left, then you might need to find and read booking time off policy, then go onto a different platform to book it and then send an email to the manager of the department.

So the question is how to eliminate this?

One way to solve these problems is a chatbot.

How chatbots can help Healthcare enterprise

“The top three applications that represent the greatest near-term value are robot-assisted surgery ($40 billion), virtual nursing assistants ($20 billion) and administrative workflow assistance ($18 billion)”. Accenture

In the form of a natural conversation, chatbots simplify interaction between an employee and other teams or tools. Bots help pitch ideas, send requests, submit works and track the status of its reviewing in one place without extra efforts. So, instead of running around and bombarding different departments with questions or switching between multiple platforms, you can ask a chatbot to do it.

Chatbots can serve a variety of purposes. For example:

1. Instant access to relevant information

They offer fast access to information, documents and if needed bots can quickly exchange this data inside the company. Using chatbots, it takes seconds for employees to find papers or information that they are looking for.

2. Keeping employees engaged

Chatbots can help healthcare enterprises to keep employees engaged and up to date with company news and relevant information. They can send updates, useful researches or articles that a company produces, send surveys to collect and analyze employees feedback. Bots eliminate any chaos or clutter and make sure that the employee won’t lose the message in their mail inbox.

3. Automating employee onboarding

Chatbots automate the onboarding process. Whenever needed they assist new employees with useful guides, documents, and tips. Usually, new employees have to fill in and sign tons of standard documents like contracts, non-disclosure agreements, legal documents, and forms. Chatbots can ask a new worker required questions and help him fill out necessary papers. After that, a bot can provide completed documents for a person to sign or send straight to the HR department. Moreover, chatbots can take upon themselves answering employees FAQs. So if a new employee needs information or instructions, a chatbot is here to help.

4. Performing small administrative tasks

“Business executives report that they hope to automate tasks such as routine paperwork (82 percent), scheduling (79 percent), timesheet entry (78 percent) and accounting (69 percent) with AI tools.” Healthcare IT News

Chatbots can complete many of the requests mentioned about themselves.  For example, they can book days off, sick leaves and conference rooms, schedule meetings and send notifications to the participants of the event and so many more.

Chatbots can be implemented even in hospital systems. There, their focus lies on a patient.

“According to Accenture analysis, when combined, key clinical health AI applications can potentially create $150 billion in annual savings for the United States healthcare economy by 2026.”

5. Chatbots as patient’s personal assistant

Chatbots in hospitals can act as a personal nurse. They can send patients reminders about pills and procedures, track their moods, diet, training, symptoms. After a chatbot has gathered the data on patient’s wellbeing, a bot can transfer this notes to a doctor in a summarized report.

6. Chatbot that provides medical recommendations

Healthcare bots can provide patients with wellness recommendations and tips. Also, they can advise on pills and things like dosage, restrictions, suggestions, and side effects. So, if a patient is not sure how to take a medicine or if he doubts whether he can mix it with other drugs, he can ask a chatbot about it and get an instant answer.

7. Chatbot as doctor’s assistant

Chatbots and voice-assistants can help doctors to create documents or reports during patient’s examination. In daily medical practice, voice-assistants can help GPs to fill out papers like drug prescriptions and refillings, summaries of the visit or referral letters. This way doctors will have more time for things that require their attention.

8. Chatbot as an administrator

Healthcare bots enable medical staff to find patients’ medical cards, prescription history, and previous visit reports in a matter of seconds. As sometimes emergencies happen fast and correct diagnosis is crucially important. And it is not only about finding the bunch of text but asking the exact questions like “What was the blood pressure of the patient 2 weeks ago?”

Going from idea to prototype.

Innovations and significant changes come from an idea. The same goes for chatbots. When starting a chatbot development process, keep your initial idea in mind, then you have to shape it into a plan with requirements. Afterward, you can start prototyping and testing your chatbot.

Let’s break the development process into 4 steps:

Step #1. Research and analyze

First thing when developing a chatbot is to do research and analysis. You need to highlight the reason for implementing a chatbot. This will help you to understand better what problem the chatbot will be tackling. This is a very important part and to help you define a way of understanding and moving forward, we’d recommend you to answer a few questions:

– “Which problem would it solve?”

– “Why are you developing a chatbot?”

– “What will exactly a chatbot be doing?”

It is necessary to understand that a chatbot must directly solve the end-user problem or optimize processes inside the company. The main advice here is not to overload your bot with additional and unnecessary features and to focus on one specific problem.

Step #2. Find a user persona and create a chatbot personality

It’s important to think about user persona because based on that you will build bot’s personality. The personality of the chatbot is the way how a user imagines a bot during a messaging with it. A chatbot can be a friend to users providing them with assistance and helpful advice. It can be as different as you wish – serious and formal, witty and adventurous or careful and professional. It’s up to you to choose your chatbot personality.

Could you imagine how your product would be portrayed as? Would it be male or female? Is it young or a perhaps a bit older? You can give it certain character traits, emotions, the unique features that will set your product apart from the rest.

The questions below will help you to understand your ideal user better. If you are working on an internal chatbot, you can skip these questions. However, they might help you to understand the necessary features of your future chatbot.

Take your time and think:

– What is the average age of a person who will be communicating with your chatbot?

– What kind of job does he/she have?

– Is he/she working at the office and uses a laptop?

– Or maybe he/she is doing the job in another way?

– What are his/her interests?

– What problems can occur in his/her everyday life so chatbot can become the best solution for him/her?

Step #3. Create a plan

The next thing to do is to create a chatbot project plan and requirements. To quickly develop chatbot requirements, you can use our short brief that will help you with that. Here’s our brief template.

Before starting creating chatbot requirements, it’s worth to analyze your targeted user again and research his behavior, habits, preferences, goals, and motivation. This will help you to better understand what problems your users want a chatbot to solve.

But don’t overthink this part. When developing requirements focus on things like bot use cases, bot user stories and bot business goals.

Bot Use Cases.

Think and describe all the necessary functionality of your chatbot. It’s like writing what bot will be able to do.

For example:

A bot will be able to answer the user about the dosage of aspirin.

Bot User Stories

Now, describe how you see your chatbot from the user side by completing the sentence: “As a user, I can..".

For example:

As a user, I can ask him a question about the side effects of ibuprofen.

And a small tip for you, in this section try to break it down into smaller chunks. Think about what will bring value to the user, what are his goals and needs. Try putting yourself in user’s shoes to understand what a user wants to get from a chatbot and what he wants to achieve.

Bot Business Goals

Like any other software products, chatbots take time and effort to develop. But chatbots are also driven by its business goal. Think of what the most important business goals you would like to achieve with it.

For example:

“We want to achieve 50% pressure reduction on our customer support by the chatbot”.

To make the requirements even more understandable, take advantage of the draw.io resource. You will be able to build a chatbot flow in the form of a decision tree that helps you to understand how bot will interact in any case. This will allow your team and you to see how the chatbot should work.

Step #4. Build a prototype

Now it’s time to take your idea and check if it works. This means that now you can start developing the chatbot prototype.

There are two ways to develop a prototype without coding skills required from you.

First, you can take advantage of chatbot building platforms. Secondly, you can hire a chatbot development team to consult and help you to create a prototype. This both options work great and which is the best for you depends on a chatbot that you want to build, your business needs and on resources like money and time.

Chatbot builder

To develop a prototype yourself, you can use chatbot builders. Chatbot building platforms are a great option if you need a fast and cheap prototype. Usually, these platforms work in drag`n`drop mode where is no programming required which makes them easy to use for everyone.  There are many different chatbot builders, but the most popular are Manychat, Chatfuel and flow XO.

Here’s a list of the most popular chatbot building platforms: https://www.ventureharbour.com/best-chatbot-builders/

When developing bots using builders, you can face some troubles due to limited possibilities of platforms. Most of these builders focus on marketing and have a small range of customization and functionality. Additionally, not all platforms provide support and maintenance for a chatbot. However, if you need a simple prototype with basic features, chatbot builder will be a great fit for you.

Chatbot development team

The other way is to reach a chatbot company and assign all the hard work to them. So, instead of wasting hours in chatbot builders, you can contact professionals to develop your prototype. Hiring developers can be more expensive than using chatbot platforms, but this will save your time and enable you to add custom features to your prototype. Moreover, a chatbot company can build you a scalable prototype which means that afterward, you won’t need to rebuild the chatbot from scratch. So, you can keep upgrading, training and developing your already made prototype instead of starting building from the start again. With a chatbot development team behind your back, you’ll be able to quickly scale your prototype to MVP and then to a fully functional product.

Essential things in Healthcare chatbot development

1. Security

In the healthcare industry, security of patients’ personal information is crucial. To ensure full protection of patient’s data, companies should use the highest security practices like data encryption, and “on-premise” deployment. Also, when developing a healthcare chatbot, it is important to pay attention to GDPR or HIPAA compliance.

What is GDPR?

The General Data Protection Regulation (GDPR) is a regulation on data protection for European Union citizens. It also applies to the transfer of personal data outside of the EU area.

What is HIPAA?

The Health Insurance Portability and Accountability Act (HIPAA),  protects sensitive patient data. A company that deals with protected health information (PHI) must follow the required physical, network, and process security measures.

GDPR vs. HIPAA

The most significant difference between these compliances is that GDPR covers citizens of the EU while HIPAA is restricted to American citizens and healthcare companies.

 

GDPR compliance requires an active patient’s consent before storing any of their personal information in the database. On the other hand, HIPAA allows healthcare companies to freely process patient’s data while it is being stored and transmitted with proper security standards. Unlike GDPR, HIPAA regulation doesn’t give a patient a right to erase their records from a hospital’s database anytime they want.

How to become compliant

If you want to learn more about GDPR and HIPAA here are useful guides with checklists:

How To Make Your Chatbot GDPR Compliant

HIPAA Compliance Checklist

2. Consider using Microsoft

In recent years Microsoft started actively investing in Healthcare. The company has created everything you need when building chatbots. Microsoft has their server- AZURE, an NLP engine – LUIS, Microsoft Bot Framework, and a chatbot platform – Health Bot Service.

To develop using Microsoft products, you have to code. So, you can ask Microsoft team to come and help you with that. This can be expensive, and you can search for a third-party vendor that will build your bot using Microsoft software. You can find top chatbot developers in this list from Clutch – B2B ratings and reviews platform: https://clutch.co/developers/artificial-intelligence/chatbots

3. Natural Language Processing

– Train a chatbot with available data

When building chatbots, it’s important for your bot to gain trust and credibility.  Healthcare industry operates a specific terminology and to look like an expert, your chatbot has to speak like an expert. So, it’s essential for a Healthcare chatbot to have a vast database to know many variations of a medical term. To create a database you can use old data from your current customer support. Find previous interactions with your customers. To do that, you can review call logs and scripts, email chains, analyze FAQ pages. It’s also worth to consider your personal or customer representatives knowledge and experience. Think about what are the most repeating questions and issues your users stumble upon. Consider which of these questions, words, phrases your chatbot has to understand.

– Train a chatbot using pre-made datasets

The other option is to use pre-made ready-to-use datasets. These datasets are great when you need to train your chatbots NLP fast, or you don’t know where to start. They already have questions and answers and can help you cover the basic topics. Here’s a great list of datasets that you can use for bot training: https://gengo.ai/datasets/15-best-chatbot-datasets-for-machine-learning/

Don’t forget to upgrade your chatbot vocabulary with phrases from the conversation with real people. Analyze how users interact with the bot and then adjust chatbot’s tone of voice or expand its vocabulary based on real feedback.

4. Double checking

If you are building medical chatbot, it’s important to mention that they aren’t supposed to diagnose patients. Instead, chatbots can collect medical information and transfer it to a doctor so the patient could be diagnosed faster and more efficient. Healthcare chatbots can interview patients, putting down symptoms and important medical notes.

In the healthcare industry, it’s important to make sure that patient’s medical information is accurate and correct. So, it’s appropriate for healthcare bots to ask many questions and double check when needed.

Chatbot building made easy

Having worked with Fortune 500 medical enterprises, we know that healthcare chatbot development is more complicated due to differences from other industries. To help people without coding skills build chatbots, we have gathered our knowledge and experience to create a chatbot building platform.

BotsCrew Enterprise Platform is designed to help non-coders to quickly build bots and test straight away in the same tool. The Platform enables you to track user’s activity, determine the best time for messaging, and track how successful is your chatbot. The platform combines a wide range of chatbot basic configurations and custom functions for flexible chatbot configuration. You can create a website widget, set up a broadcasting message, analyze user’s interactions, train NLP, add Live Chat feature, integrate with 3rd party platforms, and so many more. Find out more about the capabilities of the Enterprise Platform from our presentation.

And no need to worry about any issues that might arise because you will have developers assisting you whenever needed. Our team is ready to support you at any stage of the chatbot development. We will help you with crystallizing the idea and forming it into a chatbot project plan with precise requirements. Our team will share the best practices for creating a chatbot persona and help you with building chatbot’s vocabulary and tone of voice. And of course, we will take upon ourselves the development process. After that, we will provide you with the support and maintenance of your chatbot and will keep training and upgrading the bot.

Book a FREE consultation with our Expert in Healthcare Chatbots

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