What you can and can't do with an AI-Powered Healthcare CHATBOT

SmartBot360 is a healthcare-specific chatbot that uses AI to power its natural language understanding so that patients can freely type in their issue and have the bot respond accordingly instead of having the bot not understand and freeze. Most chatbots work well when a patient follows a script but a lot face issues when a patient goes off-script and types in a paragraph or phrase.

With over 100k real patient chats analyzed, SmartBot360 is trained to understand the ways patients interact with a chatbot to increase the relevancy and accuracy of responses to healthcare queries compared to other chatbots.

How SmartBot360 uses AI:

Natural Language Understanding

Help patients quickly navigate your website and find what they need using a HIPAA-Compliant chatbot with natural language understanding. SmartBot360 chatbots offer free text input and multiple-choice options for patients interacting with the chatbot and guides each patient according to their query.

Free TExt Input

Despite there being multiple-choice responses for patients to click on, many still prefer to type in their questions and responses. Because of this, SmartBot360’s efforts are placed on improving the AI to further improve its contextual and keyword understanding to minimize chatbot freeze (not understanding query and stopping).

FAQ Repository

Whenever a patient asks a question that is not defined in the chatbot and the AI is unsure of how to respond, SmartBot360 can reference a FAQ sheet uploaded during chatbot set up to match the query and respond with the most relevant answer.

Document Search

If the question or answer is not in the uploaded FAQ, the AI then searches through the website to find a webpage that closely matches the question and then provides a snippet and a hyperlink to the page for easy navigation. Document search reduces the setup time of a chatbot while covering more queries, keeps the chatbot in sync with the website without having to update it for every small change, and reduces drop-off.

Using an AI chatbot is still not a set it and forget it thing. You still need to manually set up a flow and optimize it over time as patients interact with the chatbot. However, after setting up a chatbot using existing data/previous and most common support questions, the chatbot can likely provide answers to 90% of the questions without them needing to contact support.

AI in chatbots may seem like they can answer any and all questions, but there are still many cases where typos or uncommon queries come up. The main difference between chatbot AIs is in the ability to process and understand a query. Whether a keyword matching or contextual understanding is used, how accurately a chatbot can understand and provide relevant answers is why SmartBot360 has focused on understanding healthcare queries.

Wondering how your business can leverage AI and chatbots?