Feb 6, 2023, Consulting

Voicebot in medical facilities – where can it assist us?

Elżbieta Osys Junior Content Specialist
voicebot w placówkach medycznych
Most of the questions asked by clients who want to contact a medical facility are handled through telephone contact. From a theoretical point of view, it is a quick and easy way to get answers. Unfortunately, in practice, the situation is different because phone lines are overloaded and customers are frustrated by the long wait times to speak with a consultant.

To improve telephone communication in a company, one can support the telephone customer service representative by using voice bots that have a friendly voice interface and modern automatic speech recognition (ASR) technology. This allows the company to adapt its communication methods to changing business needs and gain a competitive advantage.

Most frequently asked questions and how modern voice bots handle them

A computer program called a voice bot can respond to requests for information using voice commands. The use of bots is becoming increasingly popular in many industries because they enable quick and convenient communication with customers. Voice bots are configured to recognize questions and provide predefined answers. If they are unable to provide information, they can redirect customers to appropriately qualified individuals in the company who can assist them. The key technology in this process is automatic speech recognition (ASR), which helps bots fulfill their tasks.

Voice bots are particularly useful in sectors where customer questions are similar or repetitive because they allow for the automation of customer service processes. If a question posed to the bot is too complex or requires decision-making, the voice bot can redirect the customer to a specialist or an employee who is competent enough to provide the necessary assistance. This significantly speeds up daily tasks and improves the quality of customer service in many industries, including the medical field.

An attractive voice interface attracts customers

An attractive voice interface is one of the biggest advantages of voice bots, as it encourages customers to use voice assistants for convenient and fast communication with a company using voice commands. This is especially advantageous when users cannot use a computer keyboard or phone screen, such as when driving a car or engaging in sports.

Communicating through voice is a more natural way of interacting for people compared to typing text or clicking menu buttons. With a voice interface, recipients can ask questions more quickly and easily and receive immediate responses.

The attractiveness of a voice interface is not only due to efficient communication but also because it is available 24/7, allowing seamless contact with the company at any time. This eliminates the need for a customer call center, and employees, with the help of artificial intelligence, are relieved not only from shift work but also from repetitive and less creative tasks. This enables them to focus on development and provide services at an even higher level.

To convince customers to use a voice bot, it is important for the voice bot to be user-friendly and provide quick and understandable answers to questions. Additionally, once implemented, the voice bot should be regularly updated and continuously trained based on interactions with customers to ensure the highest level of service.

How voice bots perform in medical facilities

Voice bots can be implemented in medical facilities to improve communication quality and provide easier access to information for patients and their families. Virtual voice assistants can reduce the time-consuming process of reaching a qualified staff member at a medical facility to a minimum. Properly implemented bots can assist helpline consultants in their daily tasks and streamline the appointment scheduling process.

Patient registration

Voice bots excel in tasks such as registering patients for specific doctors and providing information about appointment dates and details. For example, the process may look as follows:

  1. The patient activates the voice bot and verbally commands, “I want to make an appointment with a doctor.”

  2. The voice bot asks the patient for personal details such as name and surname, as well as basic information like phone number and email address.

  3. Next, the bot asks the patient about the reason for the doctor’s visit and their preferences regarding the specialist and appointment time.

  4. After determining the patient’s preferences, the bot presents a list of available doctors and appointment slots from which the patient can choose the one that suits them best.

  5. In the next step, the artificial intelligence asks the patient to confirm the registration and informs them about the details of the appointment, such as the date, time, and location.

  6. In the final stage, the voicebot saves the data and appointment information in the database and sends a confirmation of the registration to the patient’s provided email address or phone number.

Depending on the facility, the procedure may vary slightly, but it should always be easily accessible and implemented based on the previous telephone conversation between the consultant and the customer. Using a bot for this task is a great idea to relieve employees and assign them more creative tasks for development.

Medication Information

It often happens that patients visiting a medical facility require further telephone conversation after their doctor’s visit. One of the most common reasons for contacting again is the desire to receive additional information about dosage of medications and contraindications for taking them. Implementing a bot for this task will relieve the telephone consultant, who has the appropriate qualifications to provide information about medications, and allow them to engage in more developmental and creative tasks.

Medical Consultations

The possibilities for using a bot are enormous. Thanks to automatic speech recognition technology, a voicebot can provide patients with basic medical advice. All that is needed is for the robot to conduct an initial interview with the patient, based on which it can provide recommendations or refer the patient to a specialist if it turns out that the health issue requires a visit to the doctor for necessary further diagnostic tests.

Disease Information

With the help of natural language understanding, which allows bots to understand and interpret human speech, as well as respond to user questions and commands, a voicebot can assist medical facility staff in providing information about a particular disease.

The computer program analyzes the symptoms and discomfort based on the information provided. During the phone call, it informs the patient about possible diagnoses and provides information that helps better understand the patient’s health condition.

Remote Health Monitoring

A voicebot reliably assists not only in scheduling appointments and checking available doctor’s slots. The tasks assigned to bots can be much more complex and advanced, all leading to an improved quality of customer service in a medical facility. The bot can receive incoming calls, but also make outgoing calls, which means it is perfect for remotely monitoring patients’ health by asking them appropriate questions about their well-being and current health status. After the consultation, the bot sends the collected information to the attending doctor.

By introducing the possibility of remote consultations, patients can avoid unnecessary contact with other sick individuals present in the medical facility. This form of interview conducted by voicebots is particularly valuable and helpful in situations where the patient is unable to travel to the doctor for a follow-up visit.

Voicebot provides an advantage in phone conversations

Advanced voice bots, thanks to modern technologies such as ASR and NLU, can help gain a competitive advantage in the market. By introducing simultaneous conversations with multiple customers and the possibility of round-the-clock contact, a bot becomes an ideal solution. Above all, a voicebot guarantees higher quality customer service, reduces the costs of maintaining a contact center department, and facilitates access to information.

Enabling customers to use various communication channels sets the company apart from the competition and even allows it to demonstrate that it is one step ahead. Automating conversations helps minimize waiting time on the line, thereby showing customers that patient care is at the highest level. The innovative solution of a voicebot, combined with high-quality services provided by a medical facility, is a good path to the company’s development. It demonstrates that the healthcare facility cares about the needs of patients and strives to fulfill all their expectations.