Enhancing an instant chat system and virtual assistant to respond to patient inquiries

Subject:

Enhancing an instant chat system and virtual assistant, as in our accelerating world the need for fast and effective communication has become essential. Instant chat systems and virtual assistants play an important role in meeting this need.

Instant chat allows individuals and companies to communicate instantly over the Internet, which contributes to providing quick support to customers and facilitating social interaction. As for the virtual assistant, it is an intelligent system capable of understanding and responding to users' needs, whether it is to answer questions or carry out routine tasks.

Details and objectives:

The Emirates Health Services Corporation seeks to improve and Enhance the new virtual assistant and instant chat system, and with this advice it aims to:

1. Evaluating the experience of current users of the instant chat system on the organization's website.
2. Understanding the needs and requirements of customers.
3. Customers' expectations of the virtual assistant in providing information or services.

Expected decisions as a result of this initiative:

Enhancing the customer's journey and experience by working on possible improvements according to the results of the survey

Outcome

Survey Outcome:

After gathering responses from participants on enhancing the live chat and virtual assistant systems, the following key areas were highlighted:

Onboarding New AI Technology: Strong interest in integrating AI to improve user experience and response efficiency.

Introducing Additional Services: Suggestions to add services like appointment booking through the live chat and virtual assistant.

Empowering the Chatbot: Respondents highlighted the need for the chatbot to handle more advanced queries, including:

• Inquiries about medical appointments.
• Confirming doctor availability.
• Following up on request statuses.

Adding a WhatsApp Chat Option: Request for WhatsApp support as an additional communication platform for patients.

Action Plan:

As part of EHS's ongoing efforts to enhance the customer experience and meet patient needs , EHS is working on launching a new project focused on developing an advanced Chatbot and live chat system. We aim to provide this service across all communication platforms, including but not limited to the mobile app, website, WhatsApp, and social media.

The Chatbot will provide 24/7 support, powered by artificial intelligence, offering key services such as booking medical appointments and responding to inquiries around the clock, ensuring seamless access to EHS services for all users.

Download outcome file

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