Home  >  TopNews
Technology + Font Resize -

Healthcare industry gearing up to adopt AI-based chatbot technology

Laxmi Yadav, Mumbai
Wednesday, June 13, 2018, 08:00 Hrs  [IST]

While artificial intelligence (AI) technology based chatbot is making its presence felt in many different sectors in India like banking, insurance, FMCG to name a few, it is yet to make an impact in the healthcare industry.

Healthcare sector can be roughly divided into three categories-- pharmaceutical industry, diagnostic centres and hospitals & doctors. While pharmaceutical companies are ahead of diagnostic centres, doctors and healthcare facilities in adoption of chatbot, they are still far behind in companies of other segments. Deployment of chatbot at an organisation reduces 20-55 per cent customer support cost. In pharmaceutical industry, reduction in customer service expense stands at 20 per cent, said Kartik Poddar, business head at Haptik, a AI based chatbot.

Chatbots are great at providing instant answers to urgent queries. In healthcare sector a customer needs immediate access to healthcare service providers but a number of healthcare facilities lack robust customer friendly system. A chatbot can help them become consumer friendly thereby enhancing their revenue, he added.

With rising awareness among industry players about importance of chatbot over the last couple of years, the healthcare industry is gearing to deploy AI based chatbot to reach out to stakeholders in a smooth manner and improve productivity.

Talking about vital role of chatbot in pharmaceutical industry's marketing initiative, he said, “To drive the sales, marketing representatives of pharmaceutical companies are required to reach out to doctors. For this, they can take help of chatbot to figure out doctors whom they need to reach to achieve target.”

Besides marketing representatives, pharma companies can also deploy chatbot to engage doctors. It helps medical professionals get information about company's new drug launch, its incentives and schemes, difference between varied drugs. Considering the high attrition of medical representatives and their training expense, chatbot is a feasible option for drug companies, he opined.

In diagnostic segment, the chatbot lets users instantly check the status of their pending medical reports, finds nearby pathology centres, shows test information and price and enables faster query resolution by guiding the user through every step.

For hospitals, chatbot has a great role to play. It can answer all types of patient questions about a specific diseases and check doctors' timing, availability and book their appointment.

Apart from private healthcare organisations, the government is also keen to adopt AI based chatbot to disseminate their various schemes including healthcare plans among people at large. It empowers them to access welfare services hassle free, said Poddar, confirming that two state governments are in talks with them to deploy chatbot.

“Over four and a half years operation, Haptik has raised close to US$ 13 million investment. In April 2016, Times Internet led a Series B round of investment in Haptik worth over US$ 10 million while in 2014, it had raised US$ 1 million in its Series A round from Kalaari Capital and other angel investors. We are investing a lot in technology and platform such being voice ready. Instead of chatting people can now talk to bot and get their queries resolved. We are also investing a lot in language support. Apart from English, we are developing bot in Marathi, Hindi and 10 other Indian languages. We have 50 customers and planning to raise customer base in India and penetrate in international market such as USA and South East Asia. We have deployed 100 bots and processed 1 billion chats so far. Bot templates are being built for common use services- customer support, lead generation, which help us deploy chatbot faster,” added Haptik business head.

 

*POST YOUR COMMENT
Comments
* Name :     
* Email :    
  Website :  
   
     
Sagar Kadam Jun 14, 2018 12:18 PM
Good information.

Now almost all sectors using AI-based chatbot technology.
 
pharmalytica_150x60_2018
CPhI_MEA_Banner_150x60_2018
150X60px_biowavers
IPE_2018_Banner_150X60
GPRS_150x60_2018
cphikorea_150x60_saffron media
Chemspec_India-2018
CPhI_China_150x60-2018
PharmaTech_Expo_2018
VF118_Banner_150x60_E_D2
IPJPI18_150x60en_2018
 
 
 
 
Copyright © 2016 Saffron Media Pvt. Ltd |