Drive to Reimagine

Healthcare Chatbots: How GSK, Univer & Zambia MOH are enhancing patient care

Engati Team
Apr 6
3-4 mins

Table of contents

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chatbot for healthcare


What do you do when you face any emergency?

Call an ambulance, right?

But the line is busy. No one is picking up.

Now what? You quickly need to take action.

Do you need to visit the doctor? Do you need to admit the patient to the hospital?

What if you're the patient?

99% of emergencies occur when we do not have the information.

Keeping this information handy - is what chatbots can help us with.

Healthcare chatbots handle patient inquiries, furnish essential information, and schedule appointments, freeing up medical personnel's time to concentrate on critical emergencies.

Let's do an open heart surgery on how the healthcare industry needs technological innovation.

How are healthcare chatbots bringing the disruption?

Healthcare chatbots

Healthcare Chatbots represent AI technology in the healthcare industry. They are conversationalists that run on the rules of machine learning and development with AI technology.

Here’s how they’re bringing disruption to healthcare:

  1. Efficiency - Healthcare chatbots improve the efficiency of healthcare services by reducing the workload of healthcare workers.
  2. Personalization - Based on the patient’s medical history and symptoms, they provide personalized recommendations for medicines, exercises, food, etc.
  3. Accessibility - They make healthcare services more accessible to people living in remote or underserved areas.
  4. Innovation - They are changing the way patients engage with healthcare providers & access patient information - leading to advancements in virtual healthcare & telemedicine.
  5. Cost-effectiveness - Routine tasks like scheduling appointments, medication reminders, capturing patient data, medical assistance, etc can be automated, bringing the cost of healthcare down by a big margin.

How are healthcare chatbots gaining traction?

  1. Improved patient experience - Scheduling appointments online, getting medical advice whenever you need it, timely medication reminders, etc.
  2. Integration with Electronic Health Records (EHRs) - This enables all healthcare providers access to patient data anytime, anywhere - for better patient care & engagement.
  3. Partnerships with healthcare providers - This solves for accessibility of any and every service provider at your fingertips.
  4. Improved AI and NLP technologies - Technology enables providers to share accurate and personalized medical advice - making it a trustworthy source of information for all people.
  5. Growing demand for virtual healthcare - You can now access a variety of healthcare services online, such as booking doctor's appointments, ordering medicines, getting prescriptions, checking symptoms, and more, all from the convenience of your own home.

World-renowned healthcare companies like Pfizer, the UK NHS, Mayo Clinic, and others are all using Healthcare Chatbots to meet the demands of their patients more easily.

What are the advantages of healthcare chatbots?

advantages of health bots

Here are some of the main benefits of chatbots in healthcare:

1. Availability around the clock

Health crises can occur unexpectedly, and patients may require urgent medical attention at any time, from identifying symptoms to scheduling surgeries. 

However, healthcare providers may not always be available to attend to every need around the clock. This is where chatbots come into play, as they can be accessed by anyone at any time.

2. Provides critical information instantly

In healthcare, every second counts. Chatbots provide quick and helpful information that is crucial, especially in emergency situations. 

In the event of a medical emergency, chatbots can instantly provide doctors with patient information such as medical history, allergies, past records, check-ups, and other important details.

3. Personalized care

Without a clear path to find solutions, patients searching for symptoms on your website may leave feeling frustrated and without the help they need. 

However, with the use of a healthcare chatbot, patients can receive personalized information and recommendations, guidance through their symptoms, predictions for potential diagnoses, and even book an appointment directly with you. This provides a seamless and efficient experience for patients seeking medical attention on your website.

4. Collects data for future reference

While a website can provide information, it may not be able to address all patient queries. That's where chatbots come in - they offer a more intuitive way for patients to get their questions answered and add a personal touch. 

Chatbots gather user information by asking questions, which can be stored for future reference to personalize the patient's experience. With this approach, chatbots not only provide helpful information but also build a relationship of trust with patients.

5. Improved patient engagement

While healthcare professionals can only attend to one patient at a time, chatbots can engage and assist multiple customers simultaneously without compromising the quality of interaction or information provided. 

Chatbots also enable patients to connect with professionals through online consultations like video calls, texts, emails, and more. This not only scales engagement but also gives medical professionals more time to focus on patients who require their attention the most.

6. Cost-effective

By automating routine tasks such as appointment scheduling, medication reminders, and other administrative tasks, chatbots can significantly reduce costs associated with healthcare services. 

7. Reduced wait times

With chatbots, patients can receive immediate medical advice and assistance, reducing wait times and solving their queries in real time. This is especially helpful for those seeking urgent medical attention or has time-sensitive health concerns.

8. Improved accuracy & consistency

Chatbots provide reliable and consistent healthcare advice and treatment, reducing the chances of errors or inconsistencies. 

Patients can trust that they will receive accurate and up-to-date information from chatbots, which is essential for making informed healthcare decisions.

What are the prime use cases of chatbots in healthcare?

Chatbot use-cases in healthcare

Here are some of the main uses of chatbots in the healthcare industry:

1. Schedule appointments

Patients can book appointments directly from the chatbot, which can be programmed to assign a doctor, send an email to the doctor with patient information, and create a slot in both the patient's and the doctor's calendar. 

With this feature, scheduling online appointments becomes a hassle-free and stress-free process for patients.

2. Check for symptoms

Patients can quickly assess symptoms and determine their severity through healthcare chatbots that are trained to analyze them against specific parameters. The chatbot can then provide an estimated diagnosis and suggest possible remedies. 

With the chatbot remembering individual patient details, patients can skip the need to re-enter their information each time they want an update. This feature enables patients to check symptoms, measure their severity, and receive personalized advice without any hassle.

3. Provide support 

Healthcare chatbots can be a valuable resource for managing basic patient inquiries that are frequently asked repeatedly. By having an intelligent chatbot to answer these queries, healthcare providers can focus on more complex issues. 

In addition, chatbots can also be used to grant access to patient information when needed.

4. Coverage and claims

Healthcare chatbots can streamline the process of medical claims and save patients from the hassle of dealing with complex procedures. With their ability to understand natural language, healthcare chatbots can be trained to assist patients with filing claims, checking their existing coverage, and tracking the status of their claims. 

This provides patients with an easy gateway to find relevant information and helps them avoid repetitive calls to healthcare providers. In addition, healthcare chatbots can also give doctors easy access to patient information and queries, making it convenient for them to pre-authorize billing payments and other requests from patients or healthcare authorities.

5. Enhancing patient experience

Healthcare chatbots offer the convenience of having a doctor available at all times. With a 99.9% uptime, healthcare professionals can rely on chatbots to assist and engage with patients as needed, providing answers to their queries at any time.

6. Helping with therapy

Therapy chatbots that are designed for mental health, provide support for individuals struggling with mental health concerns. These chatbots are not meant to replace licensed mental health professionals but rather complement their work. Cognitive behavioral therapy can also be practiced through conversational chatbots to some extent.

7. Medication management

Patients can benefit from healthcare chatbots as they remind them to take their medications on time and track their adherence to the medication schedule. They can also provide valuable information on the side effects of medication and any precautions that need to be taken before consumption.

How did healthcare chatbots fight COVID-19?

  1. Symptom screening
  2. The war against misinformation
  3. Telemedicine
  4. Mental health support
  5. Guidance regarding treatment
  6. Providing access to essential facilities
  7. Contact tracing

What are the different types of healthcare chatbots?

Here are different types of healthcare chatbots, along with their templates.

1. Healthcare appointment selector

This chatbot template provides details on the availability of doctors and allows patients to choose a slot for their appointment. 

2. Sex education

There's a certain awkwardness associated with sex education, but it is extremely essential to learn about sexual health. This chatbot aids you in doing so! Use the Sex Education bot at your Educational institute or Healthcare centre to educate adolescents and other visitors about safe sex.

3. Dental Clinic

This is a simple website chatbot for dentists to help book appointments and showcase different services and procedures. This chatbot also assists in generating leads.

4. Patient treatment feedback

This chatbot template collects reviews from patients after they have availed your healthcare services.

5. 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 and physical therapists but can be easily modified for other doctors!

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

6. 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

7. Health and weight loss coach

This fitness chatbot 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 centre for post-treatment purposes.

8. 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 about insurance, like covers, claims, documents, symptoms, business hours, and quick fixes, can be communicated to patients through the chatbot.

World’s Top 20 healthcare chatbots

  1. Babylon Health - Offers medical consultations & health assessments
  2. Sensely - Connect with healthcare providers & helping patients manage chronic conditions
  3. Buoy Health - Symptom checking chatbot
  4. Woebot health - Uses cognitive-behavioral therapy techniques for helping patients with mental health problems
  5. ADA health - Offers personalized health assessments
  6. Your.MD - Provides personalized health information
  7. Florence - Medication management chatbot
  8. Infermedica - Symptom checking chatbot that connects patients to various healthcare services
  9. Medwhat - Offers personalized health advice
  10. HealthTap - Connects patients with doctors for consultations
  11. K Health - Personalized diagnosis & treatment recommendations
  12. Lemonaid Health - Online consultations with doctors & prescriptions delivery
  13. Medici - Communicate with doctors for consultations & appointments
  14. Lark Health - Personalized health coaching for chronic conditions
  15. PactCare - Personalized support & guidance
  16. HealthJoy - Offers information on healthcare benefits & provides cost-saving recommendations
  17. 1 mg - Online medicine ordering
  18. Symptomate - Symptom checker chatbot
  19. Tava Health - Mental health chatbot
  20. Zocdoc - Book appointments with healthcare providers

How to build a healthcare chatbot?

Now that you know where you can use a Healthcare Chatbot and, more importantly, why you should use one, you must also know how to build one. With Engati, you can easily build a chatbot for your healthcare service without any technical know-how. Engati allows you to build a chatbot without any coding. You can deploy your chatbot across various channels such as Instagram, WhatsApp, Facebook, and more, along with an omnichannel presence that allows you to keep track of all patient and customer conversations and makes you more accessible to patients!

Moreover, you can customize your healthcare chatbot based on your needs.

With Engati, you can choose from various chatbot templates across multiple use cases. You can also check out these templates here!


1. How does a chatbot operate as a healthcare consultant?

With regard to health concerns, individuals often have a plethora of questions, both minor and major, that need immediate clarification. A healthcare chatbot can act as a personal health specialist, offering assistance beyond just answering basic questions. 

It can provide symptom-based solutions, suggest remedies, and even connect patients to nearby specialists. Healthcare chatbots prove to be particularly beneficial for those individuals suffering from chronic health conditions, such as asthma, diabetes, and others.

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

Medical chatbots offer a solution to monitor one's health and wellness routine, including calorie intake, water consumption, physical activity, and sleep patterns. They can suggest tailored meal plans, prompt medication reminders, and motivate individuals to seek specialized care.

Moreover, chatbots can send empowering messages and affirmations to boost one's mindset and confidence. While a chatbot cannot replace medical attention, it can serve as a comprehensive self-care coach.

3. What is the future of healthcare chatbots?

The future of healthcare chatbots looks promising. They are likely to become ubiquitous and play a significant role in the healthcare industry. 

While chatbots can never fully replace human doctors, they can serve as primary healthcare consultants and assist individuals with their everyday health concerns. This will allow doctors and healthcare professionals to focus on more complex tasks while chatbots handle lower-level tasks.

The perfect blend of human assistance and chatbot technology will enable healthcare centers to run efficiently and provide better patient care.

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

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.

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