Conversational AI in healthcare: Transforming patient experiences

Offer 24/7 support, enhance patient engagement, and streamline administrative tasks to elevate healthcare experiences.

Conversational AI for healthcare customer experience

Infobip’s conversational AI platform empowers healthcare providers with an easy-to-use, no-code builder, enabling seamless patient engagement and continuous support. Designed to simplify operations and enhance the patient experience while reducing administrative workload.

24/7 support: Deliver instant, personalized responses to patient inquiries anytime, ensuring continuous care.
Secure interactions: Protect patient data with compliant, secure communication that adheres to healthcare and regional regulations.
Streamlined appointments: Automate scheduling appointments and reminders to reduce repetitive administrative tasks and enhance efficiency.

Trusted worldwide, Infobip’s conversational AI platform drives healthcare innovation globally.

Introduction to conversational AI for healthcare

Healthcare technology is advancing rapidly, and so is the way providers connect with their patients. At the heart of this shift is conversational artificial intelligence (AI), a tool that uses natural language processing (NLP) and machine learning to make automated communication smoother and more personal. Patients can access the answers and support they need anytime, while providers can offer a more responsive, caring experience.

Imagine getting quick answers to your healthcare questions, personalized guidance, and reminders without the wait. Conversational AI brings these benefits to life, helping healthcare professionals keep patients engaged, informed, and cared for. By enhancing communication and easing the administrative load, this technology is making automated healthcare more accessible, more supportive, and ultimately, more human.

The role of conversational AI in healthcare

One of the biggest pain points in patient care is long wait times. Traditionally, patients need to see their healthcare provider to get questions answered about varying medical conditions, medicines, and preventative care. Conversational AI is changing that.

By offering round-the-clock virtual assistance, conversational AI ensures that patients can access support whenever they need it—no more waiting for office hours or navigating complex phone systems. Patients can ask questions, receive reminders, and even get personalized health tips at any time, creating a more connected and continuous care experience.

Beyond convenience, artificial intelligence is also helping to close gaps in healthcare access. For patients in remote areas or those with limited mobility, virtual assistance makes healthcare more reachable and reliable. And by automating routine tasks, conversational AI helps reduce administrative burdens, freeing up valuable resources and, in turn, making healthcare more affordable. In short, conversational AI is playing a pivotal role in creating a more inclusive, accessible, and efficient healthcare system.

Conversational AI transfer to a medical expert

The benefits of conversational AI in healthcare

Conversational AI enhances operational efficiency in healthcare by streamlining tasks, improving communication, and making healthcare more accessible. This allows healthcare professionals to allocate more time and energy to what matters most—providing high-quality care to their patients.

Improved patient engagement

Conversational AI leverages NLP to deliver personalized support, reminders, and guidance, enhancing patient satisfaction and tailored care experiences.

Lighten staff workloads

Automation of appointment scheduling, reminders, and FAQs eases administrative burdens, allowing healthcare staff to prioritize direct patient care.

Cost reduction

Conversational AI reduces operational costs by automating tasks, improving resource utilization, and minimizing missed appointments through reminders and follow-ups.

Richer patient data

Ongoing patient interactions collect valuable data on symptoms, lifestyle, and preferences, enabling personalized care and better clinical decisions.

5 practical applications of conversational AI in healthcare

Conversational AI is already making a significant impact in various areas of healthcare, helping to streamline processes, enhance patient experiences, and support healthcare providers. Here are some key applications:

How healthcare brands are benefiting from conversational solutions

Megi Health Platform: Optimizing patient care with an interactive chatbot built using Infobip Answers

86%
CSAT score
65%
reduction in data collection time

Biolab: Increased number of patients and reduced costs with WhatsApp Business Platform

13.2%
increase in number of patients
17%
reduction in operation costs

Mediclinic: Boosting digital transformation with Microsoft and Infobip

30%
patients using chatbot for screening

How conversational AI improves patient care

Through personalized interactions, 24/7 support, better patient education, and seamless continuity of care, conversational AI is helping healthcare delivery become more responsive and patient-centered experience.

Personalized healthcare

Conversational AI is transforming patient care by making interactions more personalized, timely, and accessible. By analyzing patient data and preferences, conversational AI can tailor responses, providing relevant information, reminders, and support based on their unique health needs. Whether it’s answering health-related questions, sending medication reminders, or providing post-appointment instructions, AI ensures that patients receive the right information at the right time.

24/7 availability

Unlike traditional healthcare systems, which often rely on office hours and wait times, conversational AI is always available to assist patients. This round-the-clock support can be a game-changer for those seeking immediate guidance or clarification, reducing anxiety and improving overall patient engagement. With AI, patients can easily access resources, schedule appointments, or even receive triage information anytime, without waiting for a human representative to be available.

Patient education

Conversational AI helps to improve patient education and engagement by delivering targeted, easy-to-understand information. For example, AI can explain medical conditions, walk patients through treatment plans, or provide lifestyle advice in a conversational, non-technical way. This helps empower patients to take an active role in their health, leading to better decision-making and improved outcomes.

Continuity of care

By integrating conversational AI with healthcare systems, the AI can maintain a comprehensive record of a patient’s health history, treatments, and communications. This means that every interaction, whether it’s with a conversational AI system or a human provider, builds on the previous one. Providers can access up-to-date patient information, ensuring a smooth transition between appointments and improving the overall coordination of care.

Enhancing patient engagement with conversational support

Traditionally, patient engagement has been limited to scheduled appointments and periodic check-ins. With conversational AI, patients can engage with their healthcare providers any time they need, making the communication more continuous and accessible. Whether it’s through text, voice, or chat, conversational AI-powered systems are available around the clock, offering quick responses to questions, appointment reminders, and health updates, all tailored to each patient’s unique needs.

AI systems can deliver tailored health information based on the patient’s specific condition, treatment plan, and preferences. For example, a patient with diabetes might receive personalized advice on managing blood sugar levels, while someone undergoing physical therapy could get customized reminders for exercises. This kind of targeted, relevant support helps patients feel more informed and involved in their care, which can encourage them to take a more active role in their health

Conversational AI personalized patient experiences

A major benefit of conversational AI is the ability to foster human-like interactions, which is critical for sensitive healthcare interactions and when offering emotional support throughout a patient’s healthcare journey.

By simulating empathetic, human-like interactions, AI can offer encouragement, reassurance, and even motivational messages, which are especially helpful during difficult or stressful times. For example, a patient recovering from surgery could receive regular check-ins, emotional support messages, and positive reinforcement, helping them feel more supported throughout their recovery process.

Another important benefit is the continuous monitoring and follow-up that conversational AI facilitates. By staying in regular contact, AI helps ensure that patients don’t miss important steps in their care plan. For example, an AI-powered system could send daily reminders to a patient with hypertension to monitor their blood pressure, helping both the patient and healthcare provider keep track of key health metrics. This ongoing communication strengthens the patient-provider relationship and fosters a sense of trust and accountability.

Challenges and concerns surrounding healthcare conversational AI

While conversational AI holds great promise in transforming healthcare, there are several challenges and concerns that must be addressed to ensure its successful implementation.

Data privacy and security

Ethical considerations

Building user trust

Implementing conversational AI for better healthcare

Sorting how to implement and use conversational AI requires planning a well-thought-out strategy that meets the needs of the organization as well as patient expectations. Here’s a clear guide to help healthcare organizations successfully integrate conversational AI into their operations:

Step 1: Conduct a needs assessment

Step 2: Develop an implementation plan

Step 3: Select the right AI solution

Step 4: Engage stakeholders early

Step 5: Provide training and support

Step 6: Monitor and optimize

How conversational AI for healthcare can evolve in the future

The future of healthcare conversational AI is incredibly promising, with emerging trends that will further enhance patient care, streamline operations, and provide more personalized experiences.

As technology continues to evolve, several key trends could shape the landscape of healthcare AI:

Multimodal conversational AI: enabling patients to communicate with AI using images, gestures, text, and voice to improve communication and overall experiences.
Integration with wearable devices: smart devices could connect with conversational AI to monitor real-time health metrics, allowing for proactive interventions and highly personalized support.
Integration with AR or VR: could guide patients through education and onboarding for complex procedures or treatment plans, offering a more human-like interaction with healthcare professionals from their own homes.
Mental health support: as a delicate area of healthcare, the use of AI for mental health as been wary, but with further development and understanding of this technology, it could become a helpful tool for both patients and medical professionals