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How chatbots are changing the digital Indian

3 minutes, 39 seconds read

Chatbots have come a long way – from a hyped technology under the AI umbrella to a direct-to-consumer product, that has incessantly penetrated the tech-enabled services we use today. While the adoption of chatbots is still in its infancy, the proliferation and mushroomed effect it has had so far is remarkable. Most of us, are perhaps not even aware of how seamless this transition has been – since many now interact with several bots almost everyday!

Nearly 1 in 4 customers have interacted with a brand via chatbots in the past 12 months, according to a Salesforce study published in late 2018.”

Chatbots have permeated the Indian Landscape

In India, like most countries, both businesses and consumers rely on telephone and email as the most preferred channels to conduct business, yet they are also the slowest for quick resolution. The average time-to-resolution using email interactions was reported at 39 minutes while in India it was reported at 2 hours 17 minutes. In addition, global data shows only 49% of problems are solved on the first interaction.

Most people in India (59%) however, still prefer to talk to an actual person for customer service needs. While this is true, customer service experts believe this trend will reverse in the near term. A majority (61%) of “the Digital Indian” or tech-savvy users see the benefits for chatbots in customer service.

How Chatbots are changing the Digital Indian

AI is already providing benefits to e-commerce businesses in India by improving decision making & recommendation systems using machine learning algorithms, while simplifying the product search journey for the customer. When done well, 43% feel chatbots can be almost as good as interacting with a human, revealed a study titled “Efficacy of AI” conducted by digital marketing solutions firm iCubesWire.

Bots among us

Conversant bots have augmented our ability to quickly access information, services, and support – even taking over some of our day-to-day tasks. The passage deeply signifies an unmistakable shift in our digital communication patterns. Here are some well-known instances of chatbots in use, around us.

GoHero

This AI-enabled personal travel agent assists customers in booking flights, hotels, taxis, buses etc. It integrates with messaging apps to use sophisticated algorithms to understand traveller’s preferences and is available across nine platforms such as Facebook Messenger, Telegram & Skype.

Aisha

A voice assistant (similar to Siri, Google Assistant) by Micromax performs daily tasks like initiating a google search, fetching movie reviews, making calls, reading news articles, view stalk market details and more. The Handset Speech Assistant with AI integrated into its backend is gently becoming an accepted, must-have tool for the average consumer.

Lawbot

A customer facing AI application that automates specific legal tasks that would otherwise require extensive legal research. It analyses and reviews legal documents, like contracts or agreements, and identify problems in them in seconds – saving customers valuable time and money.

FitCircle

This health and fitness chatbot offers its users personalised weight-loss workouts, yoga guides and nutrition guides. The AI empowered fitness companion, called ‘Zi’, helps the Digital Indian achieve fitness goals through custom-fit workouts and diets.

Oheyo

Formerly Prepathon, Oheyo helps students (the digital Indian of the future) prepare for exams, by connecting them to experts anywhere. It messages students the subject of the day, answers queries and additionally sends across motivational messages. They also provide a video Q&A platform through which students can find a lot of their queries answered and archived for later use.

Skedool

Skedool’s ‘Alex’ is a B2B smart assistant, that excels at automating repetitive everyday tasks for business executives, sales and recruiting professionals. It handles B2B scheduling activities and calendar management. The AI assistant uses natural language processing and machine learning supervised by humans to enable customers to communicate with the service via e­mail just as they might with a human assistant.

Hitee

A one-of-a-kind chatbot with voice, video, and multilingual features. It’s custom NLP-powered workflow builder solves a number of purposes like operations, HR, IT, logistics, and more.

While these are just a few highlighted examples, there are many more in use across the country, each with a unique use case and problem it is trying to solve. For example, Aapke Sarkar – a chatbot (developed by Haptik) launched by the Maharashtra Govt. for people to access information regarding public services in the state, in Hindi or Marathi; or the bot introduced by IRCTC called ‘AskDisha’ (Digital Interaction to Seek Help Anytime) that helps railway passengers access customer services support in multiple regional languages and even voice-enabled chat.

Bots and The Digital Indian

The Indian chatbot industry, although still in its nascent form, is a $3.1B market, according to analysts. The market, in the coming years will evolve to a point where interactive and intuitive AI will become the bare standard for customer service across a variety of sectors.

AI Chatbot in Insurance Report

AI in Insurance will value at $36B by 2026. Chatbots will occupy 40% of overall deployment, predominantly within customer service roles.
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Enhancing digital patient experience with healthcare chatbots

5 minutes read

Chatbots are fast emerging at the forefront of user engagement across industries. In 2021, healthcare is undoubtedly being touted as one of the most important industries due to the noticeable surge in demand amid the pandemic and its subsequent waves. The Global Healthcare Chatbots Market is expected to exceed over US$ 314.63 Million by 2024 at a CAGR of 20.58%.

Chatbots are being seen as those with high potential to revolutionize healthcare. They act as the perfect support system to agents on the floor by providing the first-step resolution to the customer, in terms of understanding intent and need, boost efficiency, and also improve the accuracy of symptom detection and ailment identification, preventive care, feedback procedures, claim filing and processing and more.

At the outset of the COVID-19 pandemic, digital tools in healthcare, most commonly chatbots, rose to the forefront of healthcare solutions. Providence St. Joseph Health, Mass General Brigham, Care Health Insurance (formerly Religare), and several other notable names built and rolled out artificial intelligence-based chatbots to help with diagnostics at the first stage before a human-human virtual contact, especially while differentiating between possible COVID-19 cases and other ailments. The CDC also hosts an AI-driven chatbot on its website to help screen for coronavirus infections. Similarly, the World Health Organization (WHO) partnered with a messaging app named Ratuken Viber, to develop an interactive chatbot for accurate information about COVID-19 in multiple languages. This allowed WHO to reach up to 1 billion people located anywhere in the world, at any time of the day, in their respective native languages.

For Care Health Insurance, Mantra Labs deployed their Conversational AI Chatbot with AR-based virtual support, called Hitee, trained to converse in multiple languages. This led to 10X interactions over the previous basic chatbot; 5X more conversions through Vanilla Web Experience; Drop-in Customer Queries over Voice Support by 20% among other benefits.

Artificial Intelligence’s role in the healthcare industry has been growing strength by strength over the years. According to the global tech market advisory firm ABI Research, AI spending in the healthcare and pharmaceutical industries is expected to increase from $463 million in 2019 to more than $2 billion over the next 5 years, healthtechmagazine.net has reported. 

Speaking of key features available on a healthcare chatbot, Anonymity; Monitoring; Personalization; collecting Physical vitals (including oxygenation, heart rhythm, body temperature) via mobile sensors; monitoring patient behavior via facial recognition; Real-time interaction; and Scalability, feature top of the list. 

However, while covering the wide gamut of a healthcare bot’s capabilities, it is trained on the following factors to come in handy on a business or human-need basis. Read on: 

Remote, Virtual Consults 

Chatbots were seen surging exponentially in the year 2016, however, the year 2020 and onwards brought back the possibility of adding on to healthcare bot capabilities as people continued to stay home amid the COVID-19 pandemic and subsequent lockdowns. Chatbots work as the frontline customer support for Quick Symptom Assessment where the intent is understood and a patient’s queries are answered, including connection with an agent for follow-up service, Booking an Appointment with doctors, and more. 

Mental Health Therapy

Even though anxiety, depression, and other mental health-related disorders and their subsequent awareness have been the talk around the world, even before the pandemic hit, the pandemic year, once again could be attributed to increased use of bots to seek support or a conversation to work through their anxiety and more amid trying times. The popular apps, Woebot and Wysa, both gained popularity and recognition during the previous months as a go-to Wellness Advisor. 

An AI Wellness Advisor can also take the form of a chatbot that sends regular reminders on meal and water consumption timings, nutrition charts including requisite consultation with nutritionists, lifestyle advice, and more. 

Patient Health Monitoring via wearables 

Wearable technologies like wearable heart monitors, Bluetooth-enabled scales, glucose monitors, skin patches, shoes, belts, or maternity care trackers promise to redefine assessment of health behaviors in a non-invasive manner and helps acquire, transmit, process, and store patient data, thereby making it a breeze for clinicians to retrieve it as and when they need it.

Remote patient monitoring devices also enable patients to share updates on their vitals and their environment from the convenience and comfort of home, a feature that’s gained higher popularity amid the pandemic.

A healthcare chatbot for healthcare has the capability to check existing insurance coverage, help file claims and track the status of claims. 

What’s in store for the future of chatbots in Healthcare? 

The three main areas where healthcare chatbots can be particularly useful include timely health diagnostics, patient engagement outside medical facilities, and mental health care. 

According to Gartner, conversational AI will supersede cloud and mobile as the most important imperative for the next ten years. 

“For AI to succeed in healthcare over the long-term, consumer comfort and confidence should be front and center. Leveraging AI behind the scenes or in supporting roles could collectively ease us into understanding its value without risking alienation,” reads a May 2021 Forbes article titled, The Doctor Is In: Three Predictions For The Future Of AI In Healthcare. 

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