Are Chatbots Beneficial in Healthcare?

 

Lately, Google’s Med-PaLM 2 underwent trials in research hospitals to assess its suitability in addressing medical queries. This initiative reignited discussions about the incorporation of AI chatbots in healthcare — an area of paramount importance. Unlike domains such as education or IT where AI errors might be tolerable due to generating ambiguous outcomes, the medical realm has zero tolerance for mistakes. Even the slightest error attributed to AI could deteriorate a person’s health or, worse, lead to fatal consequences. Consequently, the integration of AI in healthcare has perennially sparked sensitive debates among scholars.

Several news outlets reported on the Mayo Clinic research hospital’s experimentation with Google’s Med-PaLM 2, an AI tool designed to provide medical information. These reports not only highlighted the trials but also offered diverse perspectives, cautioning against the unregulated deployment of AI chatbots in the healthcare sector. This prompts the pivotal question: Should AI chatbots be employed in healthcare, and if so, to what extent? Let’s delve into this query from the standpoint of AI chatbot developers in this blog.

What’s the Source of This News?

An article from The Wall Street Journal delves into the heated online competition between Google and Microsoft in providing AI chatbot services within the health industry. The piece extensively highlights Google’s latest strides in the medical chatbot system, emphasizing its positive aspects — an assessment many echo. Google consistently demonstrates a commitment to offering reliable information, prioritizing public safety over profit. According to WSJ, Med-PaLM 2, a derivative of PaLM 2, forms the backbone of Google Bard. Despite Bard’s slower growth and delayed launch, it emphasizes trusted search outcomes rather than the quick, simplistic, and personalized approach seen in ChatGPT. Thus, when it comes to trust, Google consistently holds an edge.

The research underscores Google’s Med-PaLM 2, showcasing its ability to provide well-reasoned results with minimal inaccuracies, almost akin to responses from a real doctor. However, can we wholly depend on it? Not entirely, especially given the current stage of AI development. This prompts the question: why pursue their development? The reasons and potential applications for AI chatbots in the healthcare sector abound, offering ways to streamline time-consuming tasks currently performed by humans, thus warranting reliance on these technologies for specific functions.

Tasks within Healthcare That AI Chatbots Excel at Executing

Streamlining Medical Services through AI Chatbots

Accessing healthcare often involves navigating a web of appointments, lengthy waits, and intricate processes. In the United States, the scarcity of doctors, with around 300 physicians per 100,000 people, accentuates the need for appointments, usually resulting in queues and long wait times. Hospitals employ teams of schedulers, costing between $18 and $25 per hour, to manage the deluge of appointments daily. However, employing AI chatbots in private clinics and hospitals can significantly mitigate these costs.

Despite the current reliance on human staff for scheduling, patients still grapple with the system, enduring extended wait times. Integrating AI chatbots into websites or apps offers a solution. These bots, engaging patients conversationally, streamline appointment booking based on doctors’ availability. Advanced iterations can sync with CRM systems, like Salesforce, aiding staff in tracking visits and tailoring follow-up appointments, thereby personalizing patient care. Moreover, these chatbots can handle payment processing, automating revenue generation alongside appointment scheduling.

Beyond Appointment Management: Symptom Assessment

AI chatbots extend beyond scheduling. They excel in symptom assessment, acting as the initial point of contact for patients. By employing artificial intelligence, these bots ask pertinent questions, offer preliminary care, and, for high-risk cases, prompt healthcare professional intervention. They even facilitate in-person meetings when necessary.

During the COVID-19 pandemic, AI chatbots demonstrated their prowess by disseminating crucial information, guiding the public on precautions, vaccination center locations, and providing helpline contacts with estimated waiting times for healthcare professional consultations.

Enhanced Patient Experience & Support

These chatbots expedite the process of shortlisting doctors, scheduling appointments, and personalizing patient care. They greet patients, estimate waiting times, and offer initial assistance. By collecting relevant patient data, they enable doctors to swiftly diagnose without compromising accuracy. The conversational tone of AI bots instills trust in patients, fostering a return for follow-ups and comprehensive treatment.

AI’s capabilities extend to analyzing symptom frequencies and patient visit histories, aiding in understanding the current health status. Moreover, these chatbots provide real-time updates on reports, keeping patients informed about their health status. They facilitate report delivery digitally, ensuring seamless access to the latest test results.

Support Beyond Hospital Walls

In instances where patients are away or unable to reach the hospital, AI chatbots step in, guiding them to nearby testing centers or reliable pathology labs. Providing pricing details for tests during emergencies proves invaluable, potentially saving lives. The swift responses of these bots build emotional connections, offering reassurance and aid during critical moments, fostering trust in the healthcare process.

Is the Integration of AI Chatbots Ethical in Healthcare?

Certainly! AI chatbots excel in primary care, significantly reducing human errors and alleviating the burden on healthcare providers. While they can’t fully replace most medical tasks yet, they offer invaluable assistance and patient information. We anticipate that AI may eventually replace human assistants in secondary and tertiary care, but for now, integrating AI bots into hospital websites or apps provides swift, accurate service at the initial level.

Summary:

There’s an undeniable array of applications for AI chatbots across various sectors, leveraging their human-like conversational abilities. Tools resembling ChatGPT have showcased the prowess of Artificial Intelligence. Following its impact in Education, Technology, the Gig Economy, and diverse fields, the Healthcare Sector is poised for transformation. Whether you own a healthcare facility or practice as a doctor, exploring how AI chatbots can enhance patient care, streamline services, and increase revenue is essential. Reach out to our expert AI chatbot developers to embark on a new journey, harnessing the potential of AI for your healthcare endeavors.