AI is expected to help improve digital customer experience during the pandemic.
Virtual waiting rooms and texting chatbots
In virtual waiting rooms, Mobile chatbots connect with patients in a manner that help them with digitized forms, remote control capability for both telehealth and in-person visits. The initiative is part of the intention to provide treatment to patients in response to the pandemic. Healthcare companies need to rapidly evolve and make sure that all patients can see their physicians through secure, private and accessible networks, said Jeff Johnson, Vice President of Digital Business at Banner Health.
The mobile chatbot assistant has replaced the traditional pre-visit process of staying in waiting rooms, filling out forms, etc. Chatbots can now interact with patients via their mobile devices and desktop monitor to substitute tasks that were previously done by humans. Digital triaging is another application of AI in healthcare. While people engage with the symptom checker, AI will present them with the potential causes of the symptoms and how they can better be treated, whether it is at one of the hospital emergency locations, a primary care practitioner in their medical network, emergency departments, or by self-management.
Chatbots are being applied in hospitals to aid with the overload situation (Photo: Take)
Analyzing online actions to enhance service
The digital transformation has pushed businesses to transform their customer loyalty through e-commerce strategy. Retailers have begun using AI-based tools to understand their customers through online behaviors. But it was the pandemic that drives the customers to online shopping, urging vendors to try even harder to examine how their customers interact with the website.
The adoption of AI technologies has been integrated into every step of the customer journey, including all the details, actions on the user interface.
Though the idea seems promising in the retail industry, it is often perceived doubtful by vendors since there is little real-life application of these technologies, especially AI and deep learning that bring measurable outcomes. However, more and more retailers are now willing to take risks with the hope of transforming their business or, better yet, reverse the impacts of the pandemic on their operation in general.
Source: CIO ASEAN
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