The Top 5 Frequently Asked Questions When Deploying Conversational AI for Patients

Conversational AI designed for patients offers on-demand information covering a range of topics related to brands, products and conditions. These platforms can also help facilitate HCP appointments, lead patients to discussion guides, information on savings programs and more. Here are the top 5 frequently asked questions when deploying conversational AI for patients.

• Why would patients benefit from using conversational AI?

Patients expect a fast, intuitive and always-on solution with timely information related to their condition or medication. Conversational AI is an effective way for them to learn more and go deeper following or preceding a visit with a health care professional.

• Are people really using conversational AI?

Yes, regardless of age or demographic, up to 97% of consumers say that they trust the information coming from conversational AI. It's now expected that companies will have a way to communicate in place so they can be contacted at all times. 

• Do I need to drive conversational AI usage – and how do I do it?

Yes, absolutely – conversationalizing a brand means ensuring ease of use. As a starting point, prioritizing the place of conversational AI on a website so it is immediately visible leads to greater usage. Second, having a robust promotional plan in place through multiple touchpoints to drive traffic is crucial for engagement. Conversational AI will also drive data, which can further improve the customer experience, as well as accuracy.

• Will patient-facing conversational AI replace face-to-face interactions with HCPs?

No, think of conversational AI as the first point of contact. Most patients want to learn about a brand or condition on their own, in addition to speaking to a health care professional. Guided chat provides a simple yet rich experience for patients to learn the basics before or after receiving in-person counsel. 

• What kind of medical, legal and regulatory approval is required for patient-facing conversational AI?

Medical, legal and regulatory teams are involved early in the development of a conversational AI solution as each experience requires proper review and approval to ensure compliance. 

About the Author

Emilie Branch 

Content Manager

Emilie has nearly a decade of experience in marketing, writing, research and strategy for the pharmaceutical industry. She has contributed to top pharmaceutical publications including American Pharmaceutical Review, European Pharmaceutical Review, Pharmaceutical Manufacturing, Manufacturing Chemist, Pharmaceutical Outsourcing, Specialty Chemicals, and Contract Pharma. Prior to joining Swoop/IPM.ai, Emilie served as Strategic Content Manager and Managing Editor for Pharma’s Almanac where she lent her voice to some of the industry’s top players including GSK, MilliporeSigma and ThermoFisher Scientific.