It’s midnight. Someone thinks they may be having a heart attack. They’re frantically scrolling through healthcare websites, trying to figure out if they need to go to the emergency room. The doctor’s office is closed, phone lines are busy, and their anxiety just keeps growing.
Instead of waiting for answers (in a state of panic), the patient types their concern into a chatbot on your website and gets an instant, clear and supportive response. They feel relieved, taken care of and know what their next step is.
AI chatbots can offer support, quick answers, and reassurance. And this is everything in moments of crisis. Today, we’re going to talk about how this works, why it matters and how it’s influencing healthcare.
Source: Freepik
Why AI Chatbots Are Becoming an Important Part of Healthcare
Healthcare is different from other industries. People don’t want answers, they need them. And it can be a life or death situation. Delays can create frustration, confusion, and in some cases, serious medical risks. AI chatbots can help with:
- Giving immediate responses: Even if the situation isn’t life-threatening, having issues with your health can be extremely stressful and scary. Nothing is worse than waiting around to get the answers you desperately need. AI chatbots respond quickly and offer instant support.
- Constant availability: Patients can get support anytime, anywhere, 24/7. If they have an emergency in the middle of the night, they can still get a fast response.
- Guidance: Chatbots can ask the right questions and direct patients to the right resources.
The global healthcare chatbots market is worth around $1.49 billion and is projected to reach around $10.26 billion by 2034 (growing at a CAGR of 23.92%).
According to a survey by Deloitte, 53% of consumers believe that generative AI could improve access to health care, and 46% believe that it has the potential to make health care more affordable.
What AI Chatbots Can Actually Do
When people think about chatbots, they often imagine automated responses that never really answer the question. But AI is evolving (and it’s evolving fast).
Here’s what they can handle:
Answer FAQs
They can answer common questions like:
- “What are your working hours?”
- “Do you accept my insurance?”
- “How do I refill my prescription?”
Check Your Symptoms
Chatbots can guide you through simple symptom checkers. They can’t replace going to the doctor (obviously), but they can suggest if you just need some rest, if you should book a consultation, or if you need urgent care.
Schedule Appointments
Instead of calling your hospital to book an appointment, you can just type, “I’d like to book a check-up tomorrow morning,” and the chatbot can schedule your appointment. Easy as that.
Remind You to Take Your Medication
For patients who are managing chronic conditions, chatbots can send reminders.This is especially important for older patients who can struggle with remembering to take their meds.
Support Mental Health
While they’re not a substitute for therapy, chatbots can provide quick mental health check-ins, advice or resources when someone is feeling low. This is also a great solution for people who can’t afford therapy at the moment.
Source: Freepik
What Are the Benefits (For Patients)?
Chatbots really have a lot to offer. Here are a few ways they make our lives a little easier:
- No waiting: They give instant answers and they’re always available. You can talk to them at 3 a.m. and at 3 p.m. in the afternoon.
- They offer accessible support: People with anxiety about calling offices or language barriers could find it easier to type than speak.
- Follow-ups: Patients can get reminders and updates without the need to leave their home. They can’t be a substitute for going to the doctor, but they can still offer support.
- They reduce stress: Just knowing that there’s someone (or something) that is always there to listen and help us can make people feel calmer and less alone.
The Benefits for Healthcare Providers
On the other side, healthcare organizations can also gain a lot from these little helpers. Here are some of the benefits:
- Efficiency: Staff can focus on urgent and more complex cases instead of answering repetitive questions.
- Cost savings: Chatbots can handle thousands of inquiries at a fraction of the cost of live operators. AI is making an economic impact on healthcare, helping with diagnosis, treatment planning, and more.
- Patient satisfaction: Keeping patients happy creates a stronger sense of trust and means they’ll leave better reviews and recommend your hospital.
- Scalability: Providers can serve more people without needing to hire more staff.
Just one chatbot can handle the work of a few call center agents and it can work nonstop (without experiencing burnout).
Common Concerns (And How to Solve Them)
Even though we’re living in times when AI is changing the world (literally), some people still don’t trust this change. That being said, chatbots do come with certain challenges. Here are some of the main ones (and suggestions on how we can fix them):
Accuracy of Information
So what if the chatbot gives the wrong advice?
You can always limit chatbots to non-critical tasks (like scheduling and FAQs), and if you want to use more functions, just provide a clear disclaimer that it’s not a substitute for medical advice (and that some information might be incorrect).
Privacy and Security
Healthcare involves sensitive personal data, and many people are scared of sharing that information online. You can solve this by using chatbots that comply with HIPAA or GDPR standards (depending on your location).
Source: StockCake
How to Integrate a Chatbot Into Your Healthcare Website
If you’re considering adding a chatbot to your own healthcare site, here’s what you can do:
Know What You Want
Is the chatbot mostly for FAQs? Booking appointments? Educating patients? Define clear goals.
Choose the Right Platform
Look for chatbot providers that have experience in creating solutions for the healthcare industry.
Think About What Your Patients Need
Use simple language and avoid too many technical terms. Your patients should be able to understand everything and feel seen when they scroll down your site.
Test and Improve
Stay agile. Test out a few versions with real patients to see what you need to work on.
The Next Step in Patient Care
AI chatbots can help your patients get the information they need (even when you aren’t around to help them). By integrating AI chatbots, you can make your websites not just informational, but interactive and supportive.
They make healthcare more accessible and available for everyone, anytime of day and night.