Chatbot, Solution to Provide Quick Responses in Hospital Customer Service

chatbot for hospital

During the current COVID-19 pandemic, every community is strongly encouraged to reduce physical contact. Patients who want to schedule appointments or light health consultations are directed to contact the hospital’s customer service, instead of visiting the hospital directly.

Problems occur when the patient is in need of assistance within a 24/7 period but is not responded to quickly. Even though they may be in an emergency, such as an accident, heart attack, and other conditions that require first aid. Imagine someone chooses to transfer to another hospital because your hospital cannot respond quickly. Loss, right?

Well, it turns out that chatbot technology can allow people to communicate directly with health facilities without having to wait for operating hours, you know. Let’s take a look at the various advantages of using chatbots for health services!


Advantages of Using Chatbots for Health Services


  1. Easy and Fast Response

The community’s need for health services is an urgent matter and must get a quick response. We certainly don’t want the slow service from the hospital to have a bad impact on someone’s fate. People will feel uneasy if the response from the hospital is slow.

Therefore, the use of chatbots as customer service will automatically provide a sense of calm to the community because of the speed of response offered. In addition, chatbots are a technology that is easy to access and the interactions that are built are also not complicated. This will greatly assist the community in getting the information they need.

  1. Able to serve 24 hours

The use of chatbots will help hospitals to provide 24-hour service every day for chatbot users or patients. The chatbot is ready to answer various questions automatically whenever needed, without being tied to operating hours.

  1. Reduce Operational Costs

Based on the results of a McKinsey survey, businesses that use customer service automation technology such as chatbots will be able to cut service operational costs by up to 40%. Thus, costs can be allocated for other needs that can affect the improvement of the quality of hospital services.

  1. Reduce Physical Contact

Bots will not be able to replace the main function of health workers, but this technology can reduce the workload of medical personnel, reduce interactions and visits to hospitals which are at risk during a pandemic, and reduce unnecessary procedures or treatments. They don’t have to bother going back and forth to hospitals or clinics just to book an appointment with a doctor.

By combining technology and skills of health workers, it can increase the efficiency and effectiveness of hospital performance without reducing quality.

  1. Natural Interaction

Conversational AI combines NLP (natural language processing) technology and machine learning that can imitate human interactions, respond to messages, in various languages ​​naturally. This technology can be personalized according to the style of voice and language according to hospital service standards, so that people can get answers that match what they expect.

  1. Easy to Access Information

Chatbots also make it easier for people to access the information they need. Conversational artificial intelligence technology (conversational AI) uses data from a list of frequently asked questions to become a reference for automatically responding to questions from bot users.

In addition, the World Health Organization (WHO) has reached 1 billion people worldwide after using interactive chatbots to spread information about COVID-19. The role of chatbot technology here can be used to educate the public by disseminating validated health information.

  1. Reduce Wait Times

Chatbots can be a solution to the limited service personnel in hospitals and simplify services for patients. Gradually reduce waiting time, consultation time, and unnecessary treatments. Chatbots can help patients understand their condition and treatment without having to come to the hospital.

The chatbot will ask questions related to the patient’s symptoms, an automatic response will be given. This patient’s history can later be passed on to the doctor. Then the doctor can determine which patient should be treated according to the level of the emergency. Things like this are really needed in a time of pandemic like this, right?


Widya Wicara’s chatbot, which is equipped with conversational AI technology, makes it possible to understand patient needs and can be personalized as needed, you know. The Widya Wicara chatbot can be connected to various messaging platforms such as whatsapp, line, telegram, and websites in order to reach a wider range of customers.

Interested in our products? To find out more information, Sahabat Widya can directly visit the Widya Wicara website or contact the contact below.


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