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Drive to Reimagine

How are intelligent healthcare chatbots being used in 2021 and beyond?

Engati Team
May 22
6-7 mins

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

In 2021, healthcare is arguably the most important industry there is. And patients need quick access to health information and medical facilities.

Chatbots have the potential to revolutionize healthcare. They can substantially boost efficiency and improve the accuracy of symptom detection and ailment identification, preventive care, post-recovery care, and feedback procedures.

Healthcare Chatbots, by their very nature, will drive the transformation that triggers this change.

What are chatbots doing in the healthcare sector?

Healthcare chatbots

Healthcare Chatbots are conversationalists that run on the rules of machine learning, which comes under artificial intelligence. Along with carrying out interactions, they also perform repetitive tasks such as providing solutions, sending emails, marketing, lead generation, result analysis, etc.

Chatbots help in the healthcare sector by automating all the repetitive, and lower-level tasks that a representative would do. When you allow a chatbot to handle simple, monotonous tasks, healthcare professionals are empowered to focus their attention on complex tasks and take care of them more effectively.

Now your patients don’t need to wait in line for hours together before a representative looks into their queries; a health chatbot can answer them and provide accurate information instantly! Moreover, according to a study, millennials prefer texting over calling. So chatbots fit all modern-day requirements perfectly!

Chatbots are gaining traction in healthcare

Computer programs using textual conversational mediums are growing popular among healthcare institutions/organizations. Based on the market intelligence report published by BIS Research titled Global Chatbots in Healthcare Market – Analysis and Forecast, 2019-2029, the chatbots in the healthcare market generated a revenue of $36.5 million in 2018. These intelligent programs are able to detect symptoms, manage medications, and assist chronic health issues. They guide people rightly for serious illness and also assists them in scheduling appointments with professionals. With technological advancements in chatbots over the decade, there has been significant growth in the healthcare sector, along with other AI tools. 

Advantages of healthcare chatbots


Availability around the clock

Doctors are very important and they do their best to be available all the time and dedicate enough attention to each patient. But the problem is, doctors are usually on a tight schedule, and being available for every patient is impossible at times.

Healthcare Chatbots are available 24/7 and they’re personally dedicated to assisting you throughout your recovery. While the doctors save many lives out there, this chatbot can help you in tasks such as reminding you about your medicines, provide medical information, give you tips, and monitor your overall well being.


Provides critical information instantly

The healthcare industry is no stranger to emergencies. And time plays a very crucial role in tackling them!

Healthcare chatbots provide helpful information instantly, especially in times where every second is important. For example, if a patient rushes in with an attack, the doctor can get the patient’s information like previous records, other diseases, allergies, check-ups, etc., instantly over a bot.


Builds a rapport with patients and provides assistance

Imagine your patient is looking up a symptom on your website but doesn’t know where exactly to learn about the solution and how to book an appointment with you? They’re going to leave your website disappointed.

But a healthcare chatbot can help you turn that around. When a patient visits your website, your chatbot will give them a warm greeting and help them through the symptoms, predict possible diagnoses, and provide them with the option of booking an appointment with you directly. 

They also take in user information by asking them questions, which gets stored for any form of reference and to personalize the patient’s experience. This is how chatbots build a good rapport with your patients.

Chatbot use cases in healthcare


Schedule appointments

Patients can book appointments directly from your chatbot. Not just that, the bots can even assign a doctor to your patient, send the doctor an email with patient information and create a slot in both the patient, as well as the doctor's calendar. This way people are able to schedule online appointments with minimum effort and stress!


Checking for symptoms

In case of an emergency, it’s important that a patient is directly brought to the hospital. However, if the situation isn’t as extreme then it might consume too much time if the patient travels all the way to the hospital or clinic. This is where chatbots come into the picture and save valuable time.

A chatbot can now detect a patient’s ailment by -

  • Asking a few simple questions
  • Analyzing patient history

Patients can easily check for symptoms on a healthcare chatbot and measure the severity of the situation. Since the chatbot remembers individual patient details, patients don’t have to enter the same information every time they want to get an update.


Providing support and relevant information

When patients keep calling with the same set of basic questions, it could be helpful to have an intelligent chatbot answer them. Hence, healthcare chatbots are also given the responsibility of managing such additional queries and reducing repetitive calls.

Additionally, chatbots can even be useful to healthcare providers when they need to access patient information.


Coverage and claims

Whether patients want to check their existing coverage, file for claims or track the status of a claim, a healthcare chatbot will provide them with an easy gateway to find relevant information.

Similarly, since doctors will have easy access to patient information as well as queries, it is convenient for them to pre-authorize billing payments and other requests coming from patients or healthcare authorities.


Enhancing patient experience

Imagine how amazing it would be to have a doctor who can be there to support you at your beck-and-call. Unfortunately, that can’t be the reality, but a bot can help. Healthcare chatbots typically have an uptime of over 99.9% so whenever your patients need an answer, a chatbot is there to give it to them.


Helping with therapy

Therapy chatbots can help provide mental health assistance. They are not intended to replace licensed mental health professionals, but rather to help them. Conversational chatbots can even practice cognitive behavioral therapy to some extent.

Let's build your first AI Chatbot today!

How healthcare chatbots fight COVID-19?


The war against misinformation

Right now, the best way to combat this virus is to stay safe and informed. A lot of information is spread about the virus. Some are more harmful than others. This is why Engati developed “Fight Against Covid Chatbot." This chatbot shares symptoms, precautions, and debunks myths. It also shares statistics on the number of cases with users.

Covid19 Chatbot

Zambia’s Ministry of Health has also used an Engati chatbot as a beacon of truth in a sea of misinformation. Deployed over their website, mobile app, and WhatsApp, the bot has helped 98,000+ citizens gain access to verified information about the virus, its symptoms, testing, and treatment.


Guidance regarding treatment

Chatbots can be trained with knowledge bases of the symptoms and treatments of the coronavirus. When patients interact with the chatbot, they can answer questions and could possibly navigate patients through the process of recovery. They can fetch answers from the knowledge base, and answer questions in real-time. 

For complex queries, the chatbot could seamlessly route the patient to a trained medical professional via Live Chat.

By making this process contactless, you can potentially reduce the spread of the virus. The chatbot can help patients based on prescriptions supervised by the doctor.


Providing access to essential facilities

‍COVIDAsha uses an intelligent bot, built on Engati, to connect citizens to suppliers of critical medicines and medical facilities.

The COVIDAsha bot helps citizens access critical medicines and medical facilities like oxygen, plasma, and ambulances

The COVIDAsha bot has also been featured in national news on NDTV for its power to serve rural India in 7 regional languages over WhatsApp, Telegram, and Facebook Messenger.

Types of healthcare chatbots (along with templates)

The possibilities with AI bots in healthcare are endless. But to help you navigate through this world of limitless possibilities, we’ve narrowed down our list of the best types of chatbots with a link to some free templates for you to explore.


Healthcare appointment selector

This is a chatbot template that allows patients to browse specialties and doctors available at the center. This healthcare chatbot also provides details on the availability of doctors and allows patients to choose a slot for their appointment. Once a slot is selected, an email is sent out to the hospital administration with details.


Sex education

There’s a certain awkwardness associated with sex, especially if one has to speak about it publicly. But it’s important to get the right information about sexual health. 

Here’s a chatbot that will aid you in doing so! Use the Sex Education bot at your Educational institute or Healthcare center to educate the visitors about safe sex.


Dental clinic

This is a simple website bot for dentists to book appointments, showcase different services and procedures. The bot owner can even generate leads via the bot.


Patient treatment feedback

This is a chatbot template to collect reviews from patients after he has availed your healthcare services.


Coupon promotions for therapists

You can use this chatbot template, to share coupon codes with customers and prospects. This Messenger funnel is designed for massage therapists and physical therapists but can be easily modified for any other doctors as well!

‍You can even use this therapist assistant bot to manage appointments, etc., without human intervention.


Personal assistance for health insurance

Health insurance is one of the most important investments we ever make. This health insurance bot guides your customers from understanding the basics of health insurance to getting a quote


Health and weight loss coach

This fitness chatbot template engages customers and helps them stay fit. It provides healthy recipes and shares solutions to everyday health issues. It also monitors your general health from time to time by asking questions. You can use this in your healthcare center for post-treatment purposes.


FAQ chatbots

Chatbots have an uptime of 99.9%. So, healthcare providers can use a chatbot dedicated to answering their patient’s most commonly asked questions. Questions like insurance covers, claims, documents, symptoms, business hours, and quick fixes can be communicated to patients through the chatbot.

How to build a healthcare chatbot?

Our wizard makes it rather easy for you to build a healthcare chatbot. First, add a name and description for your bot. You’ll also need to choose a category.

Now, either choose a template or start building with a blank canvas.

It’s time to pick themes, fonts, and backgrounds for your bot. These will be applicable for your website bot; you can deploy it on 10+ other channels after exiting the wizard.

Enable live chat to route complex queries to medical professionals without delays.

Craft your welcome path and set up FAQs

Now, it’s time to build conversation flows for your use case. These can be built with low-to-no coding using our visual flow builder. If you are using a template, you will just need to customize the pre-existing paths and flows.

Pro tipExplore this detailed article on building chatbot flows.



How does a chatbot operate as a healthcare consultant?

Individuals have numerous inquiries, both major and minor, concerning their wellbeing on a regular basis. It would be especially valuable if there was a healthcare specialist in their pocket that gives all the appropriate responses. Build a healthcare chatbot instead. It will be especially useful for individuals living with chronic health problems, for example, diabetes, asthma, etc.


How does a chatbot operate as a self-care coach?

Developing discipline is hard, but fear not. Medical Chatbots can be utilized to check calories, measure the amount of water consumed, log physical activity, or monitor one’s sleep schedule. They can recommend specific food plans, help to remember the need to take pills, or encourage them to see a specialist. Chatbots can also send rousing and inspirational statements to support one's mind-set and confidence. While a chatbot can't substitute clinical consideration, it can definitely become an all encompassing self-care mentor.

To sum up

Though everything can’t be automated, a perfect blend of human assistance and chatbot technology will empower your healthcare center to run seamlessly! While chatbots handle lower-level tasks, you can focus on more complex issues. 

Visit Engati to build your very own, robust, healthcare chatbot and explore our starter packs to make use of the chatbot templates mentioned above!

Build an AI chatbot to engage your always-on customers


Engati Team

At the forefront for digital customer experience, Engati helps you reimagine the customer journey through engagement-first solutions, spanning automation and live chat.

Andy is the Co-Founder and CIO of SwissCognitive - The Global AI Hub. He’s also the President of the Swiss IT Leadership Forum.

Andy is a digital enterprise leader and is transforming business strategies keeping the best interests of shareholders, customers, and employees in mind.

Follow him for your daily dose of AI news and thoughts on using AI to improve your business.

Catch our interview with Andy on AI in daily life

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