Developing Healthcare Chatbot with a Focus on Ethical AI
Product Overview
Client’s goals
The primary goal was to enhance the patient experience through timely and accurate answers to their questions. It was also important to reduce the administrative burden on medical teams and give them enough time to care for patients. At the same time, the client wanted to have the possibility to optimize resource allocation across their medical facility.
Implementation
After careful consideration of all client requirements, our team divided the project into two phases to accurately meet the client's business goals and address all arising challenges.
Phase 1. Developing a proof of concept
The first phase focused on developing a core functionality of the application. Here, we worked on making it possible for the solution to interpret and operate patient queries and generate appropriate and helpful responses.
This involved developing a smooth flow to help patients understand their health conditions. The chatbot allowed sharing their primary symptoms in voice or text form. Then, it asked questions that may concern their ongoing condition and directed them to a relevant health department for a consultation.
As a result, patients not only booked appointments at a general hospital department, but were redirected to specific branches, specialties, doctors, and time slots.
Phase 2. Developing a minimum viable product
The second phase focused on adding other functionalities, such as dashboards, settings, and registration, vital for the app to work as intended.
Additionally, we implemented a possibility to send automated reminders and notifications to patients regarding upcoming appointments and their adherence to booked consultations.
Value Delivered
Because of its capabilities to accept and interpret patient text and voice queries in real time, the chatbot significantly reduced wait times for them. The clinic could operate more questions in a shorter time, enhancing the overall patient experience.
The chatbot also became a valuable tool for medical professionals. It reduced the administrative workload for physicians and nurses, letting them spend more time on complex medical tasks and patient care.
Healthcare executives also benefitted from the AI chatbot solution. Taking into operation the majority of routine tasks allowed managers to optimize resource allocation, making sure that doctors don’t get stressed with paperwork and facilities operate with the best efficiency.
Project Results
The AI chatbot developed by our team delivered significant improvements in the operations of the client’s hospital and increased overall patient experience.
Faster Response Times
The AI chatbot increased patient response inquiries 3x times. This efficiency ensured that patients received timely and accurate answers to their questions, enhancing their overall experience with the hospital.
High Volume Handling
The solution successfully managed more than 3,000 voice and text messages per business day. This high-capacity handling allowed the hospital to efficiently manage a large number of interactions, ensuring that all patient queries were addressed promptly.
Positive User Feedback
Initially, patients were concerned about AI accessing their personal and medical data. However, after interacting with the chatbot, they appreciated its quick and accurate responses, leading to a noticeable increase in the customer satisfaction rate. This positive reception demonstrated that patients were comfortable with the AI system, which contributed to building trust in the client’s medical entity.
