Chatbot adoption will shake up the healthcare value chain
Artificial intelligence-powered chatbots will soon become the first responders for citizens' engagements with healthcare providers, as the number of chatbot interactions exceeds 2.8 billion annually by 2023. This is up from an estimated 21 million in 2018, an average annual growth of 167%.
The new research, Digital Health: Disruptor Analysis, Country Readiness & Technology Forecasts 2018-2023, found that the adoption of chatbots will ramp up in the future, due to:
- Citizens becoming more comfortable using chatbots to discuss their healthcare requirements.
- Chatbots becoming an important component of healthcare providers’ customer experience strategies.
- Shortages of medical practitioners to support ageing populations; for example, the German government expects that it will need three-million more nurses by 2060.
- Increased sophistication of conversational AI platforms leading to a greater percentage of enquiries being completed entirely via chatbots; freeing up the medical staff time and saving countries’ healthcare systems around $3.7 billion by 2023.