NHS Users Prefer Talking To AI Virtual Assistants Instead Of Humans Posted on : Sep 09 - 2019

The majority of NHS users would rather discuss their hospital and GP appointments with an artificial intelligence service instead of a human.

That’s according to new research from technology startup EBO.ai, which explores the growing role digital communication tools play in the NHS.

It found that more than three quarters (76%) of NHS users would be happy to receive automated reminders from an AI-powered virtual assistant, compared to the 58% who’d rather interact with a human.

Figures from NHS England claim that missed appointments cost the health service over £216 annually, and many people believe that AI technology could help minimize this cost.

Dr. Gege Gatt, CEO of EBO.ai, said: “The NHS has already invested millions in the latest technologies, but the enormous potential of AI remains largely untapped.

“The adoption we have seen thus far has focused on primary patient care including assessment and diagnosis, but AI can improve patient experiences outside the treatment room too.”

“Virtual assistants help patients manage their care 24/7, with no need to wait for opening hours or spend time on hold in a phone queue. As a result, AI gives patients a sense of immediate control which conventional channels just can’t provide.”

The research, conducted in partnership with YouGov, shows that digital messaging channels appeal to patients due to their convenient and non-intrusive nature.

As instant messaging becomes more prevalent in our lives, most respondents said digital messages were the most effective forms of reminder.

In fact, 85% of people who missed an appointment last year felt that a text message would have reminded them. Meanwhile, nearly three quarters (70%) of 25-34 year olds and nearly two thirds of 35-44 year olds (61%) said an instant message would be most effective.

Traditional forms of communication, such as letters, are quickly becoming outdated in the NHS. Over a quarter (29%) said a letter would be an ineffective way to remind patients about their appointments, with this statistic increasing among 18-24 year olds at 48%.

Digital technologies are also the most popular way of managing appointments, with 41% of patients under 45 preferring to cancel an appointment through a digital message. That’s compared to 37% who’d rather do so over a phone call.

Gatt continued: “It’s clear that people want to manage their health using the same technology they use to control a huge proportion of their day to day lives. Instant and mobile messaging is a convenient and effective way to engage with patients, and our research shows that they prefer digital interactions to human conversations.” View More