Within just a few weeks, the chatbot had created more than 40,000 sessions, with more than a million messages sent between people and the chatbot, the Wall Street Journal reported. The app asks a number of questions based on CDC guidelines and, depending on the answers, gives an option to contact a doctor or participate in a virtual video visit.
Healthcare provider Providence was the first to make the Coronavirus Self-Checker chatbot available, via its website. Centers for Disease Control and Prevention (CDC) and a number of major healthcare providers launched the “Coronavirus Self-Checker” chatbot to guide users through self-assessment and, if necessary, connect them to additional resources and medical professionals. The worldwide COVID-19 pandemic - and the resulting societal push to put as many services online as possible - has created a tremendous opportunity for healthcare chatbots. COVID-19 is accelerating healthcare’s adoption of chatbots A key component of AI chatbots is natural language processing (NLP), which enables a chatbot to more accurately interpret a patient’s written or spoken questions as well as extract important information from the dialogue.
Whereas early chatbots used pre-scripted dialogue and didn’t perform well when users deviated from that script, today’s chatbots are taking advantage of AI to improve their performance the more they are used. These include reducing time patients spend filling out paperwork in doctors’ offices, scheduling appointments, providing emotional support for those living in quarantine and even helping patients determine whether their COVID-19-like symptoms warrant a trip to the doctor. The COVID-19 pandemic has created even greater opportunities for chatbots use in the healthcare industry. Parts of the healthcare industry had over the past few years begun to deploy chatbots - or “conversational assistants” - to remind patients to take medication, collect insurance or health information, or provide fairly generic information about disease symptoms, nutrition or treatments. Chatbots are playing an increasingly important role in the healthcare industry, their adoption spurred by a spike in the demand for medical care brought on by the COVID-19 pandemic and the maturity of the technology’s underlying artificial intelligence (AI).Īs it’s been widely reported, the pandemic has created the paradoxical conditions of creating a great deal of patients and paperwork for healthcare professionals while at the same time limiting people’s exposure to healthcare due to quarantines and social distancing.
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