Why chatbots are a bad idea

Regular chatbots vs advanced AI in healthcare

Photo by: Priscilla Du Preez

Chatbots have long become popular throughout the world. They are conversational platforms powered by AI. Over the last decade, they have been implemented in various customer relationships including healthcare. However, although they can provide tireless, constant source of interaction for patients, regular chatbots in healthcare is a bad ideaand in this article, we are going to show you why. Furthermore, we will explain the differences between utilizing powerful AI services and platforms for effective communication with patients and regular chatbots that respond to queries based on algorithms.

Chatbots in healthcare

Chatbots are, on paper, excellent tools for clinics to engage in communication with patients. However, patients, that is, human beings, are social beings and require more than a simple Q and A type conversation. Obviously, one of the first things that chatbots bring in healthcare are online consultations which are quicker. However, the lack of human contact is the main problem. Chatbots are not inherently wrong or bad, but in a delicate world of healthcare where the main goal is to make the patient's healthcare journey as easy and stress-free as possible, regular chatbots are not a good idea.

Chatbots can be helpful and there is no denying it. However, the world of healthcare relies on efficient, and meaningful interactions where patients form strong bonds and build trust with their healthcare services providers.

Chatbots and the lack of trust

A great number of people around the world will agree that figuring out whether you are talking to a chatbot or not is fairly easy. Chatbots function in a simple manner where they answer a set of given questions and cannot take the conversation beyond that. One of the biggest problems of the implementation of regular chatbots in the world of healthcare is that patients may feel alienated from their primary care physician or self-diagnose which is definitely not good. The lack of trust is there because a patient knows he or she is only communicating with a standard chatbot and nothing more.

Limited communciation with patients

Speaking of communication, another example of why regular chatbots for healtchare are a bad idea is because the very communication with chatbots can be limiting and basic. Essentially, chatbots can answer a set of questions however, they cannot go beyond that. When it comes to the world of healthcare, each patient is different and might have different healthcare journey. When communicating with patients, chatbots sometimes cannot provide the needed answers and patients can be left frustrated and annoyed.

How new and innovative AI solutions can actually help healthcare systems

According to the 2021 global survey, The State of AI in 2021, McKinsey Global Survey found that AI adoption continues to grow and that the benefits remain significant. This goes for the usage of AI in healthcare as well. However, instead of implementing simple, regular chatbots, our team, pioneers in the development of a natural language processing engine at Eniax offers a more efficient and effective solution for communication with patients as well as safer and quicker schedulling process.

A proprietary natural language processing engine, such as Patricia, that is built 100% for healthcare interactions can achieve everything a regular chatbot would but with greater efficiency and more interaction with patients. Namely, patients will not feel as if they are talking to a regular chatbot. Trained with more than 80 million cases, this kind of conversational AI has the abilty to speak multiple languages and also for conversations that feel completely natural. In addition to this, conversational AI such as Patricia can answer multiple different questions outside of the given set of basic answers. With a conversational AI powered by a natural language processing engine, patients can engage in meaningful communication at any time and from the comfort of their homes. The world of technology is constantly developing and so is AI.

With the ability to approach each patient differentyl, conversational AI holds a far greater communication ability and efficiency over regular chatbots. Furthermore, because it can constantly learn and develope, this kind of AI has a lower margin of error and brings a great number of different advantages over not only regular chatbots but also call centers as well. Some of the biggest advantages of this kind of AI are:

  • Timely and accurate responses and answers,

  • Meaningful conversation,

  • 24/7 availability,

  • Faster and more reliable schedulling and reschedulling,

  • Lower waiting times and decreased number of no-shows.

Patients will be able to manage their healthcare journeys through a timely, efficient, reliable, and engaging process where they can also have an easier time managing schedulling, following their doctor's agendas, reschedulling, monitor their chronic ilnesses as well as follow preventive campaings of health.

Chatbots in healthcare - Summary

So, to conclude this article, as you can see, regular chatbots in healthcare are not a good idea for several different reasons. Due to their limited capabilities, answers provided by chatbots are quick, limited, and patients do not form trust nor a meaningful conversation and interaction with them. However, healthcare relies on AI now more than ever. Powerful natural processing engines such as the one provided by Eniax are here to offer new, innovative digital tools and services that can help both patients and health clinics. With more timely and reliable communication, patients can have a stress-free, relaxing healthcare journey. Using the full potential of a conversational AI, patients will not feel alienated from their healthcare providers but rather build trust and stronger bonds.

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