Healthcare IT News June 23, 2020
By limiting medical jargon and concentrating on closed-ended questions, chatbots can reduce clinical workload and make patient care more efficient – and maintain empathy in the process.
Using virtual agents to offload human work and support customers’ needs is nothing new. Think of the process of calling your cable company to inquire about service outages: You will almost certainly be met with an automated number-based menu, along with the invitation to “listen carefully, as our options have changed.”
The difference today, say experts, is that the agents are often conversational. Using natural language processing, they’re intended to bring much more of an empathetic – some might even call it human – model to customer service.
“The commerce world has been...
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