How does Patricia manage to give personalized attention?

Photo: Priscilla Du

Health clinics should strive to enable their patients a better more personalized and relaxing healthcare journey. Health clinics around the world need to focus on developing better communication with their patients. Thanks to the constant development of technology new digital tools and services powered by AI have enabled health clinics to do just that. In this article, we're going to take a look at how an  AI designed for healthcare interactions can give personalized attention to patients. Furthermore, will also explain other benefits of using AI in Healthcare.

The critical role of communication with patients in healthcare

We have mentioned at the start of this article that developing better communication with the patients should be one of the number one priorities of health clinics. So why exactly is communication so important? Well, in the world of healthcare patients need to come first and need to be able to have an access to various healthcare services quickly and efficiently, and also received all necessary information for their healthcare journey on time and accurately. This can only be done with an efficient communication method.

However, when it comes to scheduling appointments, rescheduling them, checking doctors' agendas, and receiving other information for a particular health clinic, a patient may need to go through a call centre or communicate with an agent. This does not always end up being the most pleasant experience for a patient. Call centre agents are not always able to give a personalized form of communication with patients and also many call centres come with their own problems as well. For example, unlike AI, call centres are not available 24/7.

The training for agents working in call centres is also not always adequate. Sometimes patients need to go through long waiting times and also go through various menus and change agents until they get the information they need. So this kind of attention is not only inefficient but is also not personalized. How exactly can a conversational AI such as Patricia built by Eniax team enable health clinics to improve their communication with patients and give personalized attention? Let's take a closer look.

How an NLP-powered AI such as Patricia can create a personalized attention

Patricia gathers data essentially. Based on the previous behaviour of a patient for example, depending on which channel of communication that patient uses, or how long it takes him or her to respond and answer or confirm an appointment, and so on, Patricia forms an approach. If Patricia had not communicated with that patient before it makes an assumption based on the similarities that the patient has with another patient. After that, Patricia is going to start forming her own approach for that particular patient.

The abilities of an NLP engine

A natural language processing engine or an NLP for short is a powerful form of AI. This kind of conversational AI has the ability to learn grow and expand from each interaction with patients. Of course, before Patricia even gets to communicate with patients it is first trained and built for healthcare interactions. What makes it so much more complex than a regular chatbot is a fact that it's able to hold full conversations that are both meaningful and also feel natural. Chatbot on the other hand only has the ability to answer a given set of questions. This kind of conversation feels more akin to a Q&A.

However, an NLP engine allowed AI to do a lot of machine learning and data gathering. With this, it is able to to enhance itself and communicate properly. The biggest and most important ability of this kind of AI for its usage in healthcare is the fact that it can approach and communicate with each patient differently. Mainly depending on what the patient likes or dislikes which kind of services he or she needs and depending on other factors related to his or her healthcare journey, etc, the AI will communicate with each patient differently.

This allows this kind of AI to have a much more personalized approach when it comes to communication with patients. Patients will be able to receive the needed information from the comfort of their own homes in a very effective and innovative manner. We have seen over the last 2 years during the pandemic that there has been a significant increase in patients. This has been a challenge for many health clinics around the world. The increased number of patients caused many problems for health clinics such as long waiting times, filled-up schedules, and so on. However, an AI in healthcare can solve many of these problems because not only does it function 24/7 and can receive multiple patients at once but also it is powered by a very powerful natural language processing engine.

AI and personalized care - In summary

So, as you can see, communication with patients is crucial. However, personalized care is extremely important. To have easy access to healthcare services and personalized care, health clinics started turning their heads towards new, innovative AI solutions such as Patricia. The benefits of using an AI in Healthcare are becoming increasingly visible and many clinics around the world are beginning to utilise AI to it's full extent. Active and humanized care has a very positive impact on patient experience throughout their healthcare journey and each clinic should strive to enable their patients this kind of experience.