Tallan Blog

Tallan’s Experts Share Their Knowledge on Technology, Trends and Solutions to Business Challenges

Category Archive for "Chatbots"

Poll Results Part II: Microsoft Healthcare Bot Webinar: Enabling and Enhancing Patient Engagement

You might have seen our post last week, Poll Results Part I: Microsoft Healthcare Bot Webinar: Enabling and Enhancing Patient Engagement.
If you have, I’m sure you’re absolutely chomping at the bit to find out how people answered the question at the end of the event.  Well, the answer options differ a bit based on the use-cases from Quest Diagnostics and Aurora Health Care.
This poll occurred after the presentation from Microsoft Health Care’s Adam Walker, and Tallan’s own Matt Kruczek. Adam spent time on the details the team focused on to ensure the Bot would be compliant and useful for the healthcare community (to include a built-in understanding of medical language). While Matt elaborated on 3 of the pilot programs.  One assists with triaging and symptom checking patients, one focuses on follow-up and discharge plan adherence, and the other centers on…

Poll Results Part I: Microsoft Healthcare Bot Webinar: Enabling and Enhancing Patient Engagement

Earlier this month, we partnered with Microsoft and hosted a live webinar focused on the new Healthcare Bot platform. The Product Lead from Microsoft Healthcare lent his time to Tallan to speak to the production of the framework for this Chatbot, while Tallan’s AI team discussed 3 cases where this Bot is already being used to benefit patient engagement.
In short, this Healthcare Bot Framework, as opposed to Microsoft’s traditional Bot Framework, was specifically created with Healthcare compliance laws in mind, and an understanding of “healthcare intents by leveraging built-in language models tuned to medical terminology.”
Because Conversational AI is still very much making a name for itself as a mainstream tool, we polled our audience at the beginning of the webinar, and the end.
The first question was focused on patient engagement challenges, specifically what they face at their organizations.  Our audience…

Conversational AI Paradigms: Flow Driven Chatbots vs. Intent Driven Chatbots (Part 1)

In a relatively short period of time, conversational AI has become a fixture in a number of fields (customer service and advertising being prominent examples) and is emerging in many more. Though the applications vary widely, the core idea across them is the same: apply natural language processing (NLP) to a text (or in some cases, voice) user interface to emulate the experience of talking to a real person. The challenge to implementing this simple (on the surface) concept is to maintain a ‘human’ balance in the conversation: be responsive to the user, while still advancing the conversation that the AI ‘wants’ to have.
There are two major approaches to striking this balance: a flow-driven approach, and an intent-driven approach. These two approaches come at the challenge from the opposite ends of the spectrum. In the most basic terms, flow-driven chatbots prompt…

Chatbots for Healthcare

The key to a successful provider/patient relationship in healthcare is patient engagement. Recently, hospitals and healthcare companies have expanded their efforts toward patient engagement in the form of Artificial Intelligence or AI. Chatbots are being used to improve the triage process, patient discharge planning, and follow-up.
The practice of utilizing the ER for both emergent and non-emergent conditions has become the primary driver for overcrowding and longer wait times. On average, a visit to the emergency room can take anywhere from one to three hours. In an extreme situation, that visit can last even longer. As a result, patients requiring immediate medical attention are choosing to put themselves at risk for future complications by avoiding the ER altogether. In an attempt to reduce inappropriate use of the ER, hospitals are deploying Health chatbots as a means for patients to triage or…

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Chatbots for Government

Government agencies across the globe are leaning on new technologies to face the challenges of a growing demand for information and the expectation of real-time response and issue resolution from the public. With so many devices and applications accessing government websites, it is important to have a communication and interaction strategy to field requests coming from a multitude of internet-connected devices with the requirement to provide an accessible and multi-lingual experience.
Interactive chatbots offer a modern and accessible communication platform for cities and states to interact with the public. Using speech, vision, and text-based technologies, chatbots driven by cognitive services bridge the gap between human and machine interaction in a 24/7 online customer service environment while also gaining valuable insights. With customization and a user-centric approach, chatbots offer a variety of additional online communication channels such as Facebook Messenger, SMS, iMessage,…

AI Trends Shaping the Retail Industry

The key to retail success in today’s digital world is for retailers to understand where their most significant opportunity exists. Retailers need to anticipate their customers’ needs and competitors’ capabilities by adopting a digital platform. By using Artificial Intelligence (AI) in customer-facing functions, the online retail world can enhance customer satisfaction, increase time efficiency and reduce customer churn.
There are many examples of AI technologies that can aid in this effort. Visual Search can help by detecting and displaying a more tailored array of products related directly to the consumers’ aesthetic guide. Online Personalized Storefronts can improve customer satisfaction by creating a custom shopping experience for each shopper. Conversational Support can streamline the process promptly with 24/7 available support. The backbone of digital transformation is AI. No matter which journey they chose to follow, AI-powered retail experiences will become essential for…

CMS

First Look: Microsoft Healthcare Bot

On February 7th, 2019, Microsoft announced the availability of a new SaaS chatbot offering designed for use in the healthcare industry.  They designed it to be a very fast-to-market conversational AI with built-in healthcare language models, terminology, and be compliant with security standards in the industry (HIPAA, ISO 27001, ISO 27018, CSA Gold, GDPR).
Mid-March I began my exploration into this offering and started building my first “Scenario.”  Once you have created a bot, you are delivered to a new portal and are quickly presented with a showing of pre-baked templates for you to modify and make your own. At the time there were three available and four listed as coming soon.

I decided to start with the Provider Lookup scenario.  Once I created the scenario, I was then taken to a well-designed CMS tool for building it.  The tool displays the…

Talk UX 2018 Recap

Talk UX is an annual design and technology conference hosted by Ladies that UX Boston (LTUX). LTUX is a global organization that has created an international community of supportive and inspiring women in design and technology.
This year’s conference was held at the beautiful Joseph B. Martin Conference Center at Harvard Medical School. There were roughly 500 people following a single stream of presentations and discussion panels by women in leadership. UX leaders, designers and researchers as well as professionals not actively working in UX attended this event.

The Talks
 
Building Bridges Through UX Research
Laura Granka – Director of UX Google
Slides | Video
Laura described some methods that Google uses to stay true to their user-centered strategy. One method she talked about was Google’s immersion studies, in which product teams go to the users. Per Laura’s suggestion, Google fashioned a 15 passenger van into a usability lab to…

Chatbots Get One Step Closer to Direct to Consumer with Google’s Adlingo

By now it should be readily apparent that Chatbots have become the new normal when it comes to must-have technologies for companies. From customer service to retail, Chatbots have been saturating every aspect of our business. One such area that has seen a huge uptick in activity has been in the area of digital advertising.
Companies such as Revlon and Coca-Cola have been tapping into the power of Chatbots in order to help create campaigns around new products. The advantages of this type of campaign are that companies are able to extract much more data from the consumer by utilizing a chat-like interface. This opens the door to a whole new area of analytics with things like keyword extraction and sentiment analysis. In addition, Chatbots are able to pivot the conversation around specific things that the consumer has said and thus…

Three Reasons Chatbots are Transforming the Automotive Industry

We’ve partnered with our client, Valassis Digital, to produce a Webinar in an effort to highlight the successes Chatbots have created for their clients. 
Valassis, a digital advertising agency, commissioned our AI team to build a Bot that can be replicated quickly, and at scale,  crossing the many industries they work with.  These bots have been padding their customers sales pipelines and have been credited specifically with a record sales month, in one instance!
Take a look at this article on ‘3 Reasons Chatbots are Transforming the Automotive Industry’ and then tune in on Thursday to see and hear about some of these use cases yourself.
By Robin Shapiro, Strategy Development, Valassis Digital
Published Wednesday, Aug 1, 2018

It is no surprise that today’s consumers are increasingly engaging in chat and messenger apps. A recent survey reports that 89 percent of consumers also want to use…

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