Chatbot for Healthcare: Key Use Cases & Benefits

Furthermore, chatbots can respond to questions, especially if they deal with complex client requests. Submitting a claim, known as the First Notice of Loss (FNOL), requires the policyholder to complete a form and provide supporting documents. This can be made easier by using a chatbot that engages in a conversation with the policyholder, collecting the necessary information and requesting documents to streamline the claim filing process.

This system also informs the user of the composition and prescribed use of medications to help select the best course of action. The diagnosis and course of treatment for cancer are complex, so a more realistic system would be a chatbot used to connect users with appropriate specialists or resources. A text-to-text chatbot by Divya et al [32] engages patients regarding their medical symptoms to provide a personalized diagnosis and connects the user with the appropriate physician if major diseases are detected. Rarhi et al [33] proposed a similar design that provides a diagnosis based on symptoms, measures the seriousness, and connects users with a physician if needed [33]. In general, these systems may greatly help individuals in conducting daily check-ups, increase awareness of their health status, and encourage users to seek medical assistance for early intervention. It plays the role of a virtual assistant performing specific actions to provide a user with required information instead of a human manager.

Examples of Some Great Insurance Chatbots

Having an option to scale the support is the first thing any business can ask for including the healthcare industry. Qualitative and quantitative feedback – To gain actionable feedback both quantitative numeric data and contextual qualitative data should be used. One gives you discrete data that you can measure, to know if you are on the right track. Whereas open-ended questions ensure that patients get a chance to talk and give a detailed review.

Chatbots simplify this by providing a direct platform for claim filing and tracking, offering a more efficient and user-friendly approach. Chatbots can facilitate insurance payment processes, from providing reminders to assisting customers with transaction queries. By handling payment-related queries, chatbots reduce the workload on human agents and streamline financial transactions, enhancing overall operational efficiency. They can engage website visitors, collect essential information, and even pre-qualify leads by asking pertinent questions.

Customer Onboarding Assistance

These chatbots engage users in therapeutic conversations, helping them cope with anxiety, depression, and stress. The accessibility and anonymity of these chatbots make them a valuable tool for individuals hesitant to seek traditional therapy. By quickly assessing symptoms and medical history, they can prioritize patient cases and guide them to the appropriate level of care. This efficient sorting helps in managing patient flow, especially in busy clinics and hospitals, ensuring that critical cases get timely attention and resources are optimally utilized.

• That means customers get what they need faster and more effectively, without the frustration of long hold times and incorrect call routing.
• Although a wide variety of beneficial aspects were reported (ie, management of health and administration), an equal number of concerns were present.
• Yes, you can deliver an omnichannel experience to your customers, deploying to apps, such as Facebook Messenger, Intercom, Slack, SMS with Twilio, WhatsApp, Hubspot, WordPress, and more.
• O’Meara shares insights into Ochre Bio’s innovative RNA therapies, their approach to tackling liver disease, and the company’s vision for the future.
• One Verint health insurance client deployed an IVA to assist members with questions about claims, coverage, account service and more.

Chatbots can educate clients about insurance products and insurance services. Chatbots provide non-stop assistance and can upsell and cross-sell insurance products to clients. Let’s say a client asks an insurance chatbot about their car insurance policy. The chatbot should be able to understand the question and provide the client with the relevant information.

Insurance Chatbots: A New Era of Customer Service in the Insurance Industry

An insurance chatbot is a specialized virtual assistant designed to streamline the interaction between insurance providers and their customers. These digital assistants are transforming the insurance services landscape by offering efficient, personalized, and 24/7 communication solutions. Chatbots can provide insurance services and healthcare resources to patients and insurance plan members. Moreover, integrating RPA or other automation solutions with chatbots allows for automating insurance claims processing and healthcare billing. The ability to accurately measure performance is critical for continuous feedback and improvement of chatbots, especially the high standards and vulnerable individuals served in health care.

Studies have shown that the interpretation of medical images for the diagnosis of tumors performs equally well or better with AI compared with experts [53-56]. In addition, automated diagnosis may be useful when there are not enough specialists to review the images. This was made possible through deep learning algorithms in combination with the increasing availability of databases for the tasks of detection, segmentation, and classification [57].

Forty-four percent of customers are happy to use chatbots to make insurance claims. Chatbots make it easier to report incidents and keep track of the claim settlement status. Thus, customer expectations are apparently in favor of chatbots for insurance customers. Though brokers are knowledgeable on the insurance solutions that they work with, they will sometimes face complex client inquiries, or time-consuming general questions. They can rely on chatbots to resolve those in a timely manner and help reduce their workload. Fraudulent activities have a substantial impact on an insurance company’s financial situation which cost over 80 billion dollars annually in the U.S. alone.

An AI healthcare chatbot can also be used to collect and process co-payments to further streamline the process. Chatbot in the healthcare industry has been a great way to overcome the challenge. With a messaging interface, website/app visitors can easily access a chatbot. 30% of patients left an appointment because of long wait times, and 20% of patients permanently changed providers for not being serviced fast enough. Sean Kennedy, insurance practice lead at Globant, has a track record of bridging business and technology to help clients realize digital transformation.

PolicyBazaar

Although the law has been lagging and litigation is still a gray area, determining legal liability becomes increasingly pressing as chatbots become more accessible in health care. For example, IBM’s Watson for Oncology examines data from records and medical notes to generate an evidence-based treatment plan for oncologists [34]. Studies have shown that Watson for Oncology still cannot replace experts at this moment, as quite a few cases are not consistent with experts (approximately 73% concordant) [67,68]. Nonetheless, this could be an effective decision-making tool for cancer therapy to standardize treatments. Although not specifically an oncology app, another chatbot example for clinicians’ use is the chatbot Safedrugbot (Safe In Breastfeeding) [69]. This is a chat messaging service for health professionals offering assistance with appropriate drug use information during breastfeeding.

This includes the triple aim of health care that encompasses improving the experience of care, improving the health of populations, and reducing per capita costs [21]. Chatbots can improve the quality or experience of care by providing efficient, equitable, and personalized medical services. We can think of them as intermediaries between physicians for facilitating the history taking of sensitive and intimate information before consultations. They could also be thought of as decision aids that deliver regular feedback on disease progression and treatment reactions to help clinicians better understand individual conditions. Preventative measures of cancer have become a priority worldwide, as early detection and treatment alone have not been effective in eliminating this disease [22]. Physical, psychological, and behavioral improvements of underserved or vulnerable populations may even be possible through chatbots, as they are so readily accessible through common messaging platforms.

Zurich Insurance uses its chatbot, Zara, to assist customers in reporting auto and property claims. Zara can also answer common questions related to insurance policies and provide advice on home maintenance. By automating the initial steps of the claims process, Zara has helped Zurich improve the speed and efficiency of its claims handling, leading to a better overall experience for policyholders. Hanna is a powerful chatbot developed to answer up to 96% of healthcare & insurance questions that the company regularly receives on the website. Apart from giving tons of information on social insurance, the bot also helps users navigate through the products and offers. It helps users through how to apply for benefits and answer questions regarding e-legitimation.

The primary role of healthcare chatbots is to streamline communication between patients and healthcare providers. This constant availability not only enhances patient engagement but also significantly reduces the workload on chatbot for health insurance healthcare professionals. Machine learning (ML) is a subset of AI that improves its performance based on the data provided to a generic algorithm from experience rather than defining rules in traditional approaches [1].