Managed Live Chat Service vs AI vs Hybrid Chat Integrations.
The verdict is clear. Just like how robots can never replace human surgeons entirely, chatbots in healthcare suffer a similar fate.
In any online healthcare business, fully managed live chat work well for specialized live conversations. In contrast, automated Chatbots in healthcare or Artificial Intelligent (AI) chat can handle simple FAQs, and book doctor appointments or medical insurance.
- Hybrid chat integrations are a blend of both and promise great use cases and value for your healthcare website. Continue reading further.
Why do Healthcare Websites Need Chat Integrations?
Live chat customer service integrations can quickly connect website visitors to an advisor. It augments the user experience as they receive guidance quickly on the inquiry made. With managed live chat integrations, patients do not have to spend a long time waiting to be seen by a medical professional.
Some popular applications of managed live chat integrations in healthcare include
- Hospital appointments
- Clinical advice for public information
- Nurse chatbots for chronic care
- Chatbots for health insurance
What Are Chatbots in Healthcare? – AI Chat Integrations
Chatbots in healthcare is powered by applications of Artificial Intelligence (AI) like natural language processing (NLP) and natural language understanding (NLU) to understand and respond.
Based on the use cases, chatbot technology in healthcare is classified into three types – informative, conversational, and prescriptive.
These chatbots vary in their conversational style, depth of communication, and the type of solutions they provide.
| INFORMATIVE CHATBOTS |
Provide automated information and customer support. |
| PRESCRIPTIVE CHATBOTS |
It is built not just to provide answers or direction, but to offer therapeutic solutions. |
| CONVERSATIONAL CHATBOTS |
Provide responses based on the user’s intent.
Basic versions – provide pre-built responses to clearly-stated questions
Advanced versions – understand the context better and provide more than just pre-built answers |
It is hard to replace a human with an automated machine to provide personalization, especially when it comes to healthcare. Live chat customer service management that is understanding and empathetic to user issues can guarantee the best client satisfaction.
However, from a business-led perspective, human live chat integrations require training and maintaining multiple teams for 24 hours coverage which increases cost.
Why Adopt Hybrid Chat Integrations?
A hybrid solution can be a great way to blend Live chat service and AI and use both on your website.
By answering simple inquiries with a chatbot, you can reserve human agents for more complex queries which offer a greater scope of value addition to your business.
BEST USE-CASE: An AI chatbot can handle many simple FAQs coming from your site visitors. However, if the conversation gets out of its depth, it can be diverted to a human agent if the customer wants to talk about a certain topic. This reduces the overall cost by reducing team size and improving efficiency.
Looking for custom live chat customer service integrations for your online website?
Choose Livserv – 24×7 Managed Live Chat Services
We believe that AI with a human touch produces excellent results. That is why our experts are available to chat with the visitors on your website around the clock, along with the AI chatbots to turn your static website into a highly interactive one.
- Identify leads from your website, Facebook page and WhatsApp and connects them to the sales team quickly.
- Provide quality analysis and review data like geography, landing page, campaign and pre-sales lead numbers, and chat transcript using dashboard reports.
- The sales team can focus on high-priority leads and get better results as the chat agents filter the leads.
- Maintain the confidentiality and privacy of crucial data elements with a patent-pending platform.
Livserv has all the right solutions! Call us or comment below this post to get started.
Mr. Prassanna Kumar is Industry veteran with in-depth experience in managing 24×7 chat agents and different marketing activities. He has experience at growing brands in different industry verticals. You can connect with him at his linkedin profile