How Healthcare Consumers Communicate With Chatbots

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As conversations between healthcare consumers and chatbots continue to increase, the question of how consumers interact with the platform becomes increasingly more important to understand.

After surpassing 100,000 conversations, Loyal’s AI Labs team analyzed a sample of conversations to learn how healthcare consumers communicate and interact with chatbots, specifically Loyal’s chatbot, Guide.

Learning points in this whitepaper include:

  • An analysis of how and why healthcare consumers communicate with chatbots
  • The average length of conversations and what it tells us about consumer behavior and their understanding of the technology
  • How often Private Health Information (PHI) is included in the conversation and the opportunities for contact centers to improve efficiency

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