Highlights

  • Preparing for a Second Wave of a Pandemic
  • Chatbots & Patient Satisfaction
  • Trends in Chatbots

Chatbot Statistics and Trends

Statistics

A chatbot is a computer program that interacts with humans by simulating and processing human conversation, whether spoken or written. Chatbots can be programmed to answer simple questions with single-line responses; or, they can employ sophisticated artificial intelligence (AI) allowing them to learn, adapt and grow to become more personal, so humans feel they are interacting with another human (or close to it). AI chatbots are the current trend and forecasted to grow quickly:

  • 80% of businesses are expected to have some sort of chatbot automation by the end of 2020 (Outgrow)
  • The overall market size for chatbots worldwide is expected to be over $1.3 billion by 2024. (Global Market Insights) 
  • Top industries profiting from chatbots are real estate, travel, education, healthcare and finance 
  • Over 50% of customers polled expect a business to be “open” 24/7 (Oracle)

Trends

ChatBots will be more human-like as deep customer insights are used to drive the chatbots’ behavior. Chatbot software will use sentiment analysis to help it understand the customer’s emotions. For example, if a chatbot receives a message from an angry customer, the bot recognizes anger and routes the customer to the appropriate team. 

AI conversational chatbots will be used in contact centers because doing so reduces customer service costs by up to 30%. (Chatbots Magazine) 

Social media will dominate the adoption of AI. Part of social media is used for ordering products, looking up services, offering reviews and getting in touch with businesses. Integrating chatbots with social media has therefore become necessary.

Prepping for Another Shutdown

Yesterday, the United States had over 153,000 new positive COVID-19 infections—another record, and some type of shutdown may be on the horizon for most, if not all states. This past spring, the New York metro area dealt with an unknown pandemic situation from one day to the next, reacting to events after they’d happened or as they were happening instead of being able to plan ahead for them. 

The difference now, in November, is everyone has the ability to prepare and use the lessons learned from last spring to ease the impact on their business. 

What You Should Do Right NOW

Telehealth. If you don’t offer telemedicine appointments for your practice, start putting this technology and its processes in place. Even after the previous shutdown was over, patients continued to embrace the telehealth trend even in the summer after the pandemic situation temporarily improved. Telehealth is something you should offer going forward, regardless of the pandemic. However, right now telehealth is absolutely essential to reduce the possible impact to your practice. 

Review your processes. Ensure they can be adjusted. How do you perform patient intakes? How do you get forms signed? How do you make appointments? Which staff member is responsible for which processes? You might not need somebody new to lead patients to the treatment room, but you might need somebody new to manage the online patient intake process or COVID-19 rules.

Beef up your website, specifically the content. Patients want to be better informed by your website. These already high expectations towards a practice website will increase even more. How to add quality content:

  • Add content for most common questions (FAQs)
  • Add content about your new processes
  • Make it easy for patients to engage with your practice 
  • Ensure patients can request an appointment. Real time booking is not 100% necessary

Test your new processes. Proactively communicate with your patients about your processes and let them know you are ready. Ask for feedback.

Increase patient communication. Now is the perfect time to start a newsletter to indicate your ability to communicate important information, especially for patients that need ongoing support. For example, communicating with orthopedic patients that can’t go to physical therapy.

The bottom line, don’t wait until you have to actbecause you don’t have to this time around. Start now.

Leave a Comment

Your email address will not be published. Required fields are marked *

Our Partners

partners
facebook marketing partner
google partner
shopify logo
hubspot partner program

Home Office

Phone

European Office

Agentur Webfox

Berlin, Germany

Join Our Newsletter!

@ 2023 Points Group / All Rights Reserved

Privacy Policy

This Privacy Policy governs the manner in which Points Group, LLC collects, uses, maintains and discloses information collected from users (each, a “User”) of the https://www.pointsgroup1.10web.me website (“Site”). This privacy policy applies to the Site and all products and services offered by Points Group, LLC.

PERSONAL IDENTIFICATION INFORMATION

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities.

NON-PERSONAL IDENTIFICATION INFORMATION

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about User’s means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

WEB BROWSER COOKIES

Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert them when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

HOW WE USE COLLECTED INFORMATION

Points Group, LLC may collect and use Users personal information for the following purposes:

  • To improve customer service
  • Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • To personalize user experience
  • We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • To improve our Site
  • We may use feedback you provide to improve our products and services.
  • To run a promotion, contest, survey or other Site feature
  • To send Users information they agreed to receive about topics we think will be of interest to them.
  • To send periodic emails
  • We may use the email address to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

HOW WE PROTECT YOUR INFORMATION

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

SHARING YOUR PERSONAL INFORMATION

We do not sell, trade, or rent User’s personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

THIRD PARTY WEBSITES

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.

CHANGES TO THIS PRIVACY POLICY

Points Group, LLC has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

YOUR ACCEPTANCE OF THESE TERMS

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

CONTACTING US

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Points Group, LLC

https://www.pointsgroup1.10web.me

150 Morristown Road, Suite 220

Bernardsville, NJ 07924

This document was last updated on July 24, 2014