Chat Bot for Microsite
Product Statement
Enhance patient experience by reducing the risk of poor encounters with healthcare professionals. This involves two steps: piloting the strategy with experienced agents and utilizing contact centers with the necessary skillset to execute it in real-time. Piloting helps identify and address potential issues to ensure patients receive high-quality care. Involving experienced healthcare professionals and utilizing contact centers with excellent communication and problem-solving skills ensure patients receive the care they need while navigating the healthcare system. This approach aims to reduce the risk of poor patient experience and ensure that they receive the best possible care
Link to Canvas Dashboard: Chat Bot for Microsite
Solution
A strategy where chat agents can use a bot to provide necessary information during live chat sessions with healthcare professionals. This enables chat agents to support the conversation by accessing relevant information when needed. Bots are computer programs that simulate conversation with human users, and they can provide real-time, accurate information that can improve patient care and support. This approach can also help reduce the workload on healthcare professionals, streamline communication, and enhance the overall patient experience.
Product Values
- The strategy involves building and deploying a chatbot for healthcare advocates to troubleshoot issues with healthcare professionals.
- The first step is to build a chatbot that allows healthcare advocates to resolve issues without interrupting their workflow
- The chatbot will help healthcare advocates troubleshoot issues related to healthcare professionals.
- The second step is to expose the chatbot externally to healthcare professionals as it matures.
- As the chatbot becomes more advanced, healthcare professionals will be able to use it to resolve issues on their own, reducing the workload on healthcare advocates and improving the efficiency of the healthcare system
- The overall goal of the strategy is to improve the efficiency and effectiveness of healthcare advocacy while minimizing disruption to the workflow of healthcare advocates
Key Metrics
- The strategy aims to reduce the number of touchpoints required to resolve an issue, which can save time and improve efficiency.
- By reducing touchpoints, employees can get their issues resolved more quickly, which can improve their experience and satisfaction with the organization
- Improve employee experience, leading to increased productivity, job satisfaction, and organizational success.
Target Customers
- Internal Advocates
- Chat Agents
Architecture Diagram
