Chatbot AI differences
SmartBot360 is a AI healthcare chatbot that utilizes natural language understanding and multiple sources of information to reduce the drop-out rate, that is, the ratio of patients that stop using the chatbot without reaching their goal.
Using a combination of multiple-choice and free-text responses, our AI makes patient interactions both frictionless and effective.
Existing commercial chatbot platforms rely on a set of rules to guide the goal-oriented conversation. For example, the bot asks the patient to enter their symptom, then if they want to make an appointment, and if yes, asks for the preferred days, and so on. Hence, a bot works well if the patient sticks to the script and fills one (or maybe a couple) of slots at each utterance.
However, patients often go off-script and type a whole paragraph describing what they need and expect the bot to respond. For example, a patient types on a dentist bot “I have a root canal, but my tooth still hurts. Do you repair root canals and do you accept HMO?”
Almost any existing bot will answer something like “Sorry, I cannot understand your request”, and the patient will likely drop out frustrated.
With over 100k real patient chats analyzed, our AI chatbot for healthcare is trained to understand the ways patients interact with a chatbot to increase the relevancy and accuracy of responses to healthcare queries.
SmartBot360 users see…
AI chatbots in healthcare
Despite having answers to common questions in the FAQ/Support Page, many patients still ask repetitive questions that take up valuable staff time. If the information a new patient is looking for is more than 3 clicks away, there is a high chance they will drop-off as they navigate through your website. By providing patients an AI chatbot on your website, it can guide patients to relevant information on your site in as little as 2 clicks - decreasing bounce rate and increasing engagement + conversion rates.
Automate such tasks and more with a chatbot and have staff handle more complex cases. There are many more ways to use AI chatbots in healthcare - some common uses: Patients can type their questions and get an immediate answer, leave a message, complete an action, or escalate to live chat.
WEBSITE NAVIGATION AND APPOINTMENTS
Help patients quickly navigate your website using an AI chatbot with natural language understanding. SmartBot360 integrates with your workflow and guides each patient according to their needs to quickly find the pages they need. Easily access the chat logs of each patient with our CRM integrations, or access the logs through SmartBot360’s backend API.
COVID-19 TESTING & VACCINE INFO
Relieve support staff with a chatbot flow to automatically provide answers for patients looking for COVID testing & vaccine info. Reduce call center load and free up time by answering repetitive questions and setting up appointments automatically.
SmartBot360 AI core logic
SmartBot360™ employs state-of-the-art language analysis and AI to extract the meaning of a user message.
• Define chatbot logic in minutes
• Improve bot understanding over time
• Combine deep learning with goal-oriented logic
Handle Free Text Input
Despite offering multiple-choice responses for patients to click on, we’ve noticed many patients still prefer to type in their questions and responses. Because of this, SmartBot360 has been focusing on improving its AI chatbot for healthcare to further improve its contextual and keyword understanding to minimize chatbot freeze (not understanding the patient’s query and stopping).
3-Tier Anti-Drop-Out Technology
Existing commercial chatbot systems suffer from high drop-out rates, as they are programmed to follow a strict logical flow diagram. We use a three-tier architecture to minimize drop-out and to help improve the flow over time.
EXISTING CHATBOT PLATFORMS
Expect user to always pick one of the presented choices
Users expect more flexibility and natural language understanding
Leads to 50% drop-out rates
SMARTBOT360’S ANTI-DROP-OUT TECHNOLOGY
Three-tier architecture to minimize “bot freeze” (i.e. bot displaying default “did not understand” message)
Drop-out analytics help bot designers enrich logical flow diagram and FAQs repository over time
Combine diagram-based and catch-all AI conversational module
Document collection Search
State-of-the-art Question-Answering (QA) technology is used to return the exact sentence in a document (e.g. webpage) that answers the patient’s question
The context of the chat is taken into consideration
Seamlessly combined with a Flow Diagram and a collection of FAQs
Expedites the setup time of chatbot while covering more queries
If QA module cannot find an answer, guides users to relevant webpages instead of having them drop-out
SmartBot360 Management Dashboard
Real-time session monitoring
Seamless switch between chatbots and live chat
Intuitive bot building tools
Smart notifications and analytics
All chatbots come with access to a customized web-based SmartBot360™ Management Dashboard™ where you can monitor & control your chatbot's interactions, takeover the chat (switch to live chat with the user) when desired, and access the key information extracted from each session.
Chatbot Templates
We have analyzed over one hundred thousand patient-to-chatbot conversations that helped us design effective chatbot templates for most healthcare domains.
Create chatbots easily and quickly
Choose from numerous healthcare use cases and scenarios
Customize to fit your needs
Get started in minutes!
Wondering if something is possible with an AI chatbot in healthcare?
Schedule a free 30-minute consultation to learn how a chatbot can be used for your organization’s needs.