If we have to name a single sector where self-service is required urgently, then it is the healthcare industry. Treatments are costlier, leading patients to find new methods for diagnosing symptoms, monitoring vitals like heart rate and sleep quality with fitness trackers, and installing apps to connect with licensed healthcare professionals.
Slowly and gradually, voice technology is becoming the upcoming frontier for self-service in the medical realm, marked by its focus on delivering a “humanized” user experience. It promises that users—especially the non tech-savvy ones—can access information instantly access information without being befuddled due to a complex interface.
How to View Voice Technology?
Similar to other tools of digitalization, voice technology is also required to address a business issue, like communicating to patients between clinician’s visits, reducing friction in treatment, and enhancing patient access in clinical trials. Rather than considering it as a solution, view it more as a tool that you can use wherever it is applicable.
Healthcare institutions have invested in innovation centers and created new designations such as chief digital officers, chief information officers, and tech-savvy chief nursing officers. These professionals are expected to research the tech scene so that they can identify uncharted use cases in the medical sector. However, one of the biggest challenges is that while voice is capable of resolving small issues and innovation centers are usually created to address such problems. But when it comes to real-world business scenarios, they require that bigger problems can be addressed.
Hence, one has to think big from the beginning, refraining from focusing on a hyper-specific use cases. Otherwise, you may struggle to achieve the potential ROI and turn away stakeholders.
Perhaps, the most useful voice application is how it can help to track symptoms in patients suffering from chronic illness. They can visit their doctors once every two months, while in between those visits; they can use voice assistants to monitor their symptoms. They can also follow their medication properly, thanks to reminders, and help them with scheduling their upcoming appointments.
Healthcare service providers are also trying utilizing voice assistants for automated interactive phone calls. These may appear close to robocalls, but they are in fact, entirely different as they are not unsolicited, disruptive, and irrelevant like the former.
Retain Medical Information
It has been discovered that compared to delivering health related advice by reading a pamphlet, voice technology is far more effective with information retention. For instance, in Minnesota, a healthcare provider performed an experiment of patients who got Type II diabetes. The first group received a standard paper brochure. The other also got the brochure, but with a dedicated voice assistant, which could respond to standard questions regarding their condition. Researchers realized that those who received virtual assistants were able to retain more information than those who merely read the pamphlet.