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Chatbots
An Emerging Trend
I would like to extend a special thanks to Professor Dr. Radica bissoondial, without whose thorough guidance and unstinting support this video project could not have been successfully completed.
Disclaimer
Presentation by:
Katyayini Thakur
Professor dr. radica bissoondial
INFO 6064- applied Health Systems Management
Department of IT
Fanshawe College London, ON Canada
By means of viewing this video presentation, I hope to educate the viewers on
1) What chatbots are.
2) Advantages of chatbots and how can they prove to be beneficial in enhancing the patient experience at Kelburn Recovery Centre.
3) Disadvantages of chatbots and what drawbacks can be associated with their implementation.
CHATBOTS:
What Are They?
What are Chatbots?
Chatbots are artificial intelligence conversational systems that are used to interact with humans virtually and simulate conversations through text or voice commands.
They are a unique tool that is based on using Artificial Intelligence Technologies such as Machine Learning or Natural Language Processing (NLP), that enable automated communication on websites, mobile applications or over the phone.
They could be programmed to respond to a variety of interactions, ranging from simple talks to complex conversations.
(Bolen, n.d.)
CHATBOTS:
An Emerging Trend
Chatbots as an Emerging Trend in Health Care
Incorporating chatbots and introducing artificial intelligence conversation systems on our website would enhance client engagement and ultimately improve the patient experience at Kelburn Recovery Centre.
("AI Chatbots",2019)
1. Improved Customer Support: Extensive, Round-The- Clock Customer Assistance
Advantages of Chatbots
How can Chatbots be beneficial to our Centre?
Our clients are mostly those who are suffering from substance use/addiction or concerned family members who want to reach out to us, and so, having 24/7 customer service has a positive impact on customer satisfaction. This is where chatbots come into the picture.
Bots can be programmed to offer automated advice to repetitive questions immediately and save the time and effort of a telephonic conversation or a site visit.
Furthermore, chatbots assist our clients in navigating through our website just with a few simple clicks. They can direct them to the specific sections of our website,
based on their needs.
(Saunders, 2017)
Advantages of Chatbots (cont.)
2. Improving Customer Engagement
Implementing the use of chatbots on our website would help us keep customers engaged with our brand, and add to its brand value.
In contrast to conventional customer service interfaces that usually provide more data than they receive from the users, chatbots offer only relevant information (a specific output based on a particular input), thereby, satisfying the clients’ needs and keeping them engaged on our platform for a longer period of time.
3. Keeping Up with the Emerging Trends
Introducing chatbots on our website platform would help us keep up with current, emerging trends in the health care community and make Kelburn Recovery Centre stay technologically relevant.
(Saunders, 2017 )
Advantages of Chatbots (cont.)
4. Cost Effectiveness
Implementing full functioning chatbots, is much more economical and faster than hiring employees for each task. By incorporating and employing chatbots into our system, our Centre would save on employee costs, by allowing us to manage many clients at a single time, and simultaneously.
5. Decreased Potential for Human Errors
Since chatbots are based on the concept of Artificial Intelligence (AI), problems due to human errors can be eliminated to a great extent, thereby improving the quality of care being offered to our clients.
(Saunders, 2017 )
What are the Drawbacks Associated with the Implementation of Chatbots?
Disadvantages of Chatbots
1. Inability to Understand Non-Familiar Context
Since chatbots are programmed to follow and respond to commands, they can get stuck if an unsaved query is presented in front of them. This can result in customer dissatisfaction (Gupta, 2018).
2. Made to Handle Simple, First-Level Questions
Bots are known to be a great solution for relatively simple and repetitive tasks with great speed. However, one of their major drawbacks is that they fail in providing intricate user-specific and individualized outputs to complex queries (Aivo,n.d.).
Disadvantages of Chatbots
(cont.)
3. Lack of Empathy
Since bots are computerized software, they are unable to detect and read human emotions. Hence, the crucial element of emotional comfort is lacking at the time of customer interaction. (Aivo,n.d.)
4. Poor Memory
Due to their inability to memorize past interactions, chatbots force the user to type the same thing over and over again. This can be frustrating for the customers (Gupta,2018).
5. Unable to Make Decisions
A noted drawback to Chatbot implementation is that they are unable to make decisions by themselves. Therefore, ensuring proper programming of the chatbot software is of utmost importance in order to prevent any occurrence that can bring disrepute or hamper our Centre’s brand value (Gupta,2018).
References
References
Aivo (n.d.). Advantages and Disadvantages of Chatbots You Need to
Know. Retreved on March 30, 2020 from https://www.aivo.co/en/blog/advantages-and-disadvantages-of-chatbots-2/
Bolen, A. (n.d.). What are Chatbots? And How Can You Combine Them
with Analytics?. Retrieved on March 30, 2020 from
https://www.sas.com/en_ca/insights/articles/analytics/what-are-chatbots.html#/.
Gupta, M. (2016) Chatbots: Boon or Bane?. Retrieved on March 30,
2020 from https://blog.bluelupin.com/chatbot-advantages-and-disadvantages/.
Saunders, A.A. (2017). Top 7 Benefits of Chatbots for Your Business.
Retrieved on March 30, 2020 from
https://www.digitaldoughnut.com/articles/2017/october/top-7-benefits-of-chatbots-for-your-business.
References (cont.)
Image References:
[Untitled animated image of Chatbot Interaction].
{Backgound Image}. (2018, May 30). Retrieved from https://www.searchenginejournal.com/how-to-win-at-facebook-messenger-marketing-using-chatbots/254707/
[Untitled animated image of AI chatbots]. (2019,
April 30). Retrieved from https://www.einfochips.com/blog/3-ways-ai-chatbots-can-transform-the-telecom-industry/
Music: Kapwing
Video: Prezi Video Software