Common Scenarios to Implement Healthcare Bots

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Microsoft’s Healthcare Bot is a SaaS solution built for health care scenarios, that allows developers to build conversational flows with symptom-checkers that tap built-in triage protocol databases and surface information about previous conditions. Bots built with the Healthcare Bot service can handle appointments scheduling or look up doctors within driving distance. The Health Bot Service offers their users intelligent, personalized access to health-related information and interactions through a natural conversation experience.

In light to continue with our Microsoft’s Healthcare Bot blog series, in this second post, we will share the most common scenarios to implement Healthcare Bots.

Healthcare Bots Scenarios

The built-in scenarios include the following:

  • Triage/symptom checker, powered by built-in medical protocols: The end user describes a symptom to the health bot instance, and the bot helps the user to understand it and suggests how to react; for example, “I have a headache.”
  • When looking for general information: The health bot instance can help find information such as medical conditions, symptoms, causes, complications and more. i.e. “information about diabetes,” “what are the causes of malaria,” “tell me about the complications of arthritis.”
  • When looking for specialists: The health bot instance can recommend the appropriate type of doctor to treat an illness; for example, “What type of doctor treats diabetes?”

Below you can find some additional examples when using the scenario authoring elements:

  • Health plan inquiries: Your healthcare bot instance can be customized to access information about health plan details, such as pricing and benefits.
  • Finding providers: Your healthcare bot instance can allow customers to search for doctors by specialty, in-network status, and other specifications.
  • Scheduling appointments: Your healthcare bot instance can be designed to allow your customers to schedule appointments easily and securely.

Proactive Communication

In some specific scenarios when initiating a conversation with a specific user on a specific channel is needed, the bot proactively sends a first message to generate that engagement. For this message to be sent, you must know the users so that you can send any communication, follow up or reminder that is related to their health care plan or benefits (i.e. next checkup appointment).

For a proactive message to be sent, the recipient’s address will be needed, and it can be obtained from previous conversations with that user. The user’s address is considered as the unique identifier of each user. However, in some channels, such as SMS, the identifier can be the phone number of the recipient .

Azure Bot Service Channels

Azure Bot Service supports the following channels:

  • Cortana
  • Direct Line
  • Email
  • Facebook
  • GroupMe
  • Kik
  • Microsoft Teams
  • Skype
  • Skype for Business
  • Slack
  • Telegram
  • Twilio

Analytics Reports

Analytics reports are available for you to measure the behavior of your bot and continuously adapt and revisit your conversation flows to provide a better experience to your end-users.

Available reports include:

  • Daily and monthly unique users
  • Built-in session and custom scenarios distribution
  • Triage complaint distribution and triage outcome distribution
  • Messages distribution
  • Custom scenario outcome distribution
  • The ratio of unrecognized utterances

Why Use the Microsoft Health Bot Service?

In light to help healthcare providers respond to COVID-19, Microsoft has launched a Healthcare Bot service to provide a more effective care, and give people access to trusted and relevant healthcare services, as well as to provide information for healthcare professionals to make faster decisions and prevent health systems from being overwhelmed.

The bot is powered by Microsoft Azure and aims to help frontlines respond to COVID-19 by screening patients for potential infection, providing an up-to-date outbreak information, tracking exposure, quickly triaging new cases and guiding on next steps (such as treatments or home isolation) when diagnosing new cases of cold or flu-like symptoms.

The features of this bot are:

  • Conversational AI for Healthcare
  • Built-in healthcare intelligence
  • Customizable and extensible
  • Security and Compliance

Templates that customers can use and modify during the rapid deployment of the COVID-19 bots:

  • COVID-19 risk assessment based on CDC guidelines
  • COVID-19 clinical triage based on CDC protocols
  • COVID-19 up-to-date answers to frequently asked questions
  • COVID-19 worldwide metrics

If you want to hear and learn more about solutions for healthcare, connect with our specialists by filling out this form here.



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