• Pramod Goel
  • Jul 20, 2023

According to a study, 89% of customers use at least one digital channel to interact with the brands they prefer. The trend can also be seen in the medical tourism industry, but it has rapidly increased after the outbreak of the COVID-19 pandemic. Patients are inclined to maintain social distancing and that is why they are more open to modern technological advancements like Artificial Intelligence (AI) or Chat bots for communication with healthcare providers. Thus, AI-based omnichannel communication has become a must-have feature in medical tourism.

What Is Omni-Channel in Medical Tourism?

Omni-Channel experience connects customers through all interaction and communication methods such as emails, phone calls, texting, messaging and apps. All the communication tools, platforms and methods of contacts that customers use are connected seamlessly. This connected journey of a customer is called an omnichannel experience.

In the medical tourism industry, bridging the gaps between a patient’s different points of interaction such as making a phone call, sending an email or browsing the website, help in improving their experience and journey by supplying with the answers and services they need. There is no need to cross unnecessary hurdles as the patient can directly receive the support they want from the provider. So, by implementing omnichannel communications, providers can improve:

  • Flexibility and speed
  • Transparency and reliability
  • Interaction and care
  • Sales close rates

Incorporating AI-based Omni-Channel Communications

Incorporating AI-based omnichannel communications ensure leveraging patient experience using technological advancements most comfortably. This helps providers with the following:

  • Improve outreach of patients like healthcare instructions, follow-up, bookings, appointments, etc.
  • Improve customer support and service as patient history can be recorded and quickly addressed.
  • Patient wait time can be reduced. If there is a change or delay of appointment, the patient can be alerted via email, text or WhatsApp.
  • Ensure faster response to queries of patients

Benefits of AI-based Omni-Channel Communications:

Intelligent Automation- Conversational AI can be configured in omnichannel communications such as text message, Skype, Facebook Messenger, WhatsApp or other conversational mediums. It not only helps to automate repetitive and complex tasks but also gives patients the experience of self-servicing, which helps them feel more in control.

Improves Customer Experience- In today’s time, patients expect immediate engagement on any device and AI communications help them with that. As it takes less time and effort, patients can quickly find solutions they are looking for, which results in such self-service demand. You can meet this demand by reaching them using AI omnichannel communications on all devices.

Improve Customer Service by Quick and Instant Response- AI can handle simple requests and free agent time. It ensures context-based quick interactions to provide instant help or information. So, there is no need to engage your agents to solve simple queries.

Help your Customer Support Agents- AI can not just replace by interacting with patients simply in place of an agent, it can also directly assist them. AI can help your agents by suggesting proper solutions or responses or by processing patient data quickly.

Help in Data Analysis-Machine Learning or data analysis is a part of Artificial Intelligence. AI can use help computers to learn by using algorithms. When computers look into information and patterns provided, it gets enabled to perform exact jobs without being programmed to do so. In medical tourism, such data analysis help can be used for analyzing the entire system and the patient’s journey. Thus, it can easily determine where patients get stuck, when and where issues crop up and how these issues can be solved to improve the patient’s journey.

Digital omnichannel and AI can transform customer service. AI-powered chatbots are now widely used to improve the omnichannel experience and patient journey your healthcare service provides your users, prospects, and customers. It has now become one of the most efficient ways to direct the customers to the information they need. If you want your bots to deliver a flawless, steady customer experience across digital channels, let PlacidWay help. Being an industry leader in combining the power of innovation and technological advancements in medical tourism, we can assist you to integrate direct provider-patient communication and boost your brand.

For more information about  AI-based Omnichannel Communications in Medical Tourism, click the button below:        

Contact Us