Technology is Changing Patient Expectations
From chatbots that use artificial intelligence (AI) to “talk” with online customers and answer questions to predictive analytics that aim to know customers needs before they know them themselves, businesses are investing in AI technologies.
From chatbots that use artificial intelligence (AI) to “talk” with online customers and answer questions to predictive analytics that aim to know customers needs before they know them themselves, businesses are investing in AI technologies. Analysts believe the chatbot market alone will grow from $17.2 billion in 2020 to $102.3 billion by 2025.1 Even health care systems — which traditionally lag behind industries like retail in adopting new customer service technologies — are getting into AI and voice search. These automated experiences are raising expectations for highly personalized patient care. Mayo Clinic, for example, has invested in a voice assistant app that provides first-aid instructions through Amazon’s Alexa.2 Sutter Health has partnered with Ada Health to give patients an AI symptom checker that is available around the clock and can link them to online appointment scheduling, if needed.3
Dental practices that expect to stay ahead of the competition would do well to embrace the trend toward automated services and on demand patient information.4 Offices can improve the patient experience and attract new business by optimizing their online information available through voice searches. In addition, as competition in the AI services market increases, look for opportunities to adopt technologies such as website chatbots that can answer patients’ questions after hours, and voice-based appointment registration that will let patients schedule their next visit from their phones. As AI becomes an even bigger part of daily life, progressive thinking like this can help any practice stand out.
- Research and Markets. Chatbot Market — Growth, Trends, and Forecast (2020–2025). Available at: https:/ /www.researchandmarkets.com/ reports/ 4622740/ chatbot-market-growth-trends-and-forecast. Accessed February 19, 2020.
- Madson R. Mayo Clinic introduces first-aid skill for Amazon Alexa. Available at: https:/ / newsnetwork.mayoclinic.org/discussion/ mayo-clinic-introduce-first-aid-skill-for-amazon-alexa/ . Accessed February 19, 2020.
- Sutter Health. Sutter Health Teams Up With Ada Health to Improve Patient Care by Delivering On-Demand Healthcare Guidance. Available at: www.sutterhealth.org/ newsroom/ 7021. Accessed February 19, 2020.
- Midmark Corp. Midmark Identifies Trends That Will Impact How Care Is Delivered in 2020. Available at: https:/ /www.prweb.com/ releases/ midmark_ identifies_ trends_ that_ will_ impact_ how_ care_ is_ delivered_ in_ 2020/ prweb16815620.htm. Accessed February 19, 2020.
From Decisions in Dentistry. March 2020;6(3):46.