Healthcare Service Provider’s Guide to Live Chat and AI Chatbots

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The Healthcare Service Provider’s Guide to Live Chat and AI Chatbots

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Chapter 5

Live chat and chatbot vendor selection checklist

Before you invest in any new technology, you need to have well-defined goals and expectations. Live chat and AI chatbots are no different. While there are many vendors out there that offer live chat or chatbot services, we recommend that you select a vendor that does both for easier implementation, training, and execution.

Here are 5 factors you need to consider when evaluating the right vendor for you.

live chat for healthcare

Questions to ask about…

Personalization

  • What depth of personalization options are offered?
  • What segmentation capabilities are available for consumers in different regions or languages, or other demographics?
  • What kind of data is provided out of the box and does it provide the right insights to create more personalized experiences?
  • Is there intent-based routing available to automatically direct questions to the right department the first time, without triage or transfers?
  • Can integrations and APIs be used to connect to other systems, making deep personalization automatic?

Bottom line

Quality live chat and chatbot platforms will allow healthcare providers to create personalized messages to a patient based on their geography, interaction history, patient file and more. Personalization is crucial for providers to build stronger relationships with their customers.

Questions to ask about…

Agent-centricity

  • Would the capabilities offered through the live chat/chatbot platform make your agents more productive and efficient?
  • Is the interface user-friendly and intuitive for agents to pick up quickly?
  • How long will it take to train new agents?
  • Does the platform integrate with a knowledge base to allow for internal knowledge acquisition and learning?

Bottom line

Your agents are your primary end-users, so any live chat or chatbot platform must enhance their ability to do great work without needing lengthy training or workarounds. 98% of organizations state the agent experience (AX) is a key part of any successful client experience strategy, so any good platform needs to appeal as much to the agents as the clients.

Questions to ask about…

Versatility

  • Does this platform make issue resolution smoother and easier than the status quo?
  • Does it provide efficiencies that reduce wait times and eliminate unnecessary friction?
  • Can it help to provide better quality service and support?
  • Does it perform well across different devices, operating systems, or browsers?
  • How well does the platform integrate into your current technology stack?

Bottom line

The right platform should be versatile enough to contribute to every single one of your target metrics for customer care and flexible enough to adapt to any technology stack through customization options.

Questions to ask about…

Conversation quality

  • Does this platform help your customers get service that’s fast, friendly and accurate?
  • Will this platform improve conversation quality while ensuring there are no trade-offs in terms of time spent?
  • Does this platform offer telemedicine capabilities?
  • Does the platform provide the ability to make and track performance improvements?

Bottom line

Quality conversations build stronger relationships, but they shouldn’t occur at the expense of efficiency. Organizations need to make sure the platform they select is able to support a digital engagement program that provides quality interactions through personalized, interactive experiences that fuel greater customer satisfaction.

Questions to ask about…

Data security and privacy

  • Is the platform HIPAA compliant?
  • Is there a complete logging and monitoring system that operates as a safeguard against unauthorized access?
  • Does this platform offer on-premise installation if even tighter security is needed?
  • Has a comprehensive list of all places where ePHI resides or passes through been compiled and accounted for in policies and procedures?
  • Are the vendor’s server farms compliant with state-of-the-art security measures such as SSAE 16, CSAE 3416, and ISAE 3402 standards?

Bottom line

Safeguarding ePHI is non-negotiable. A good digital consumer engagement platform should have HIPAA-specific policies and procedures, and the vendor should demonstrate specific HIPAA awareness and security training to ensure they have appropriate security measures in place.

When evaluating chatbot vendors, it’s important to decide if you’re looking for a service or a tool. While there are vendors that can build a chatbot for you, ideally you want one who can advise on best practices while enabling your team to build the chatbot along with other self-service resources. That’s the way to achieve the best ROI over time.

Cale Shapera
Chatbot Architect, Comm100