The healthcare industry is in the midst of a technological transformation. The adoption of chatbot apps are changing the way consumers seek medical treatment and the way in which the healthcare industry is connecting with consumers. However, despite their potential, healthcare chatbot apps face several challenges before widespread adoption is achieved. This article is copyright 2019 The Best Customer Guide.

To help gain a better understanding of the current levels of satisfaction and usability with some of the leading healthcare chatbot apps, human insight platform provider UserTesting has published findings from its 'Healthcare Chatbot Customer ExperienceIndex Report'.

The report ran a competitive benchmarking study of five popular healthcare chatbot apps: Ada, HealthTap, Mediktor, Your.MD and Symptomate. The report consisted of 500 consumers that evaluated the chatbot apps based on the following criteria: Ease of Use, Speed, Credibility, Aesthetics, and Delight. UserTesting identified these criteria as key customer attributes based on more than years of experience helping companies leverage human insight to improve customer experiences.

Key findings from the report included:

  • Chatbot apps still need to earn customer trust
    Participants in this report noted unease in trusting unfamiliar brands with their personal information as well as the lack of HIPAA (Health Insurance Portability and Accountability Act) compliance with many chatbot apps.
  • Chatbot apps do a poor job of handling complex conditions
    All of the apps were inconsistent at best when diagnosing complex conditions. Some of the simplest symptoms tested would often lead to alarming and inaccurate diagnoses.
  • Basic usability issues detracted from the overall chatbot experience
    Loading issues for some participants, for example, made some chatbot apps unusable at times. Chatbot apps with a poor CX may lose potential users, revenue or worse.

"Consumers have high expectations when it comes to their digital experiences. From ordering a car ride to managing finances to getting medical advice, consumers expect a fast, easy and high-quality customer experience," said Janelle Estes, Chief Insights Officer at UserTesting. "This study shows the importance of leveraging human insight to understand consumer sentiment and preference in order to create a superior customer experience - it can ultimately determine success or failure for next-gen apps like chatbots and conversational AI."