Enhancing hospital services: Utilizing chatbot technology for patient inquiries

This paper investigates the implementation and impact of a chatbot system within a hospital environment to address patient inquiries. The study focuses on the development and deployment of a non-medical knowledge-based chatbot designed to respond to a spectrum of queries typically handled by hospital call centers. The chatbot system's primary objective is to provide prompt, accurate, and accessible information to patients, streamlining their interaction process and reducing waiting times. The research explores the technical architecture and functionality of the chatbot, emphasizing its intuitive interface and ability to cater to a diverse range of patient queries. Utilizing a chatbot, data collection includes quantitative analysis of patient inquiries' pre- and post-chatbot implementation, alongside qualitative insights derived from patient feedback. The developed chatbot based on embedding techniques and a pre-trained Large Language Model gives an accuracy of 89%. Preliminary findings emphasized the potential for intelligent virtual assistants to transform patient interactions, enhance information accessibility, and ultimately contribute to the overall improvement of hospital services.