Patients now expect a modern technology experience on par with what they get when shopping, traveling, or dining. It must be smart, mobile, and simple. Conversational mobile chatbots were identified as an innovative and engaging method of interacting with patients. This technology was deployed enterprise-wide, and across multiple use cases. In 28 emergency departments, Banner Health tackled the frustrating process of waiting, feeling forgotten, and lacking information with a chatbot explaining what is happening and setting expectations in an interactive, real-time text messaging format on the patient’s mobile phone. Banner Health also achieved breakthrough engagement with seniors as part of their Medicare annual wellness exams by using the chatbot to collect health risk assessment data prior to the appointment, resulting in a 95% completion rate and a 70% reduction in appointment cancellations.
Demonstrate two different approaches to chatbot utilization within the healthcare industry
Illustrate the use of mobile chatbots in complex care environments
Identify how conversational chatbots benefit patient engagement
Explain the value and ROI of chatbots in qualitative and quantitative forms