The chatbot uses artificial intelligence (AI) to provide appropriate answers to all the queries asked by the patient regarding various products.
Kym Jacks-Bryant, the Head of Norgine’s Digital Centre of Excellence, noticed that the patients using their product hardly read the instructions properly which may cause them to miss a cancer diagnosis.
Norgine, therefore, gathered all the possible questions regarding their products, considering multiple different ways each of these questions could be worded.
Jacks-Bryant considers this as a smart move since the use of chatbots is becoming more common across all industries.
Furthermore, the introduction of these chatbots also ensures that the customers have 24/7 access to medical advice without having to hire and train hundreds of employees.
Jacks-Bryant revealed that their global website received 2314 questions in its first year of operation even though Norgine never used any promotion which proves that this new technology has been well-perceived throughout the world.
3 Key Points
“You need to think about what’s useful for the particular user and understand what it’s like to be in their shoes, not just give them the information you want to give them. Because as soon as it’s not useful they will not use it.” – Kym Jacks-Bryant, Head of Norgine’s Digital Centre of Excellence.
#Healthcare, #DigitalHealth, #Pharmaceutical
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