Chatbots are the future of healthcare commerce

Chatbots are the future of healthcare commerce

In our culture, the healthcare mode of delivery has progressed from house calls to walk-in urgent care centers and concierge practices. Marketing has grown from a discreet shingle over the door to websites and social media. These shifts were driven by the consumer’s demand for information and convenience. Chatbots are a natural next step in that evolution.

What is a chatbot?

A chatbot is a simply a computer program that uses a conversational interface to automate certain tasks.

While chatbots can be configured in different manners, the basic framework includes four key factors:
  • Connection – The primary benefit of the bot is its 24/7/365 availability. The bot engages patients in a conversational tone, using existing contact information (if any) to enrich context with the intent of solving the patient’s problem.
  • Understanding – A logical progression of filtering questions allows the bot to quickly grasp the user’s reason for communicating with the practice.
  • Refinement – As the bot asks questions, it takes advantage of the user’s interaction to create an optimal conversational strategy. The value of this efficient process encourages the patient to return to the bot platform again and again for helpful answers.
  • Delivery – The patient receives a useful solution or guidance within the context of the messaging app or by being directed to another resource.

Why do consumers prefer chatbots?

Once upon a time, people loathed even the arms-length feel of an automated telephone answering service. All that has changed. Modern consumers embrace touch-screen food ordering. They trust mobile banking apps. They check online reviews before making a purchase. They avoid malls. They expect information at their fingertips. Chatbots answer these needs on a healthcare level. However, consumer get frustrated with having to download multiple apps, some that will never be used again and many that don’t integrate well. They want to use messaging platforms that feel familiar. Chatbots also answer these concerns.

While artificial intelligence has been around for a while, using it to streamline patient service is still in its infancy. The technology is advancing fast, though. Medical practices that resist the advantages from a consumer perspective will quickly be left behind.

Messaging apps already have billions of active monthly users. A chatbot brings added value to the places healthcare consumers already spend their online time, providing a direct link between a problem and a viable solution.

Learn more about enhancing your patient care experience with chatbot technology at and claim a special trial offer today at