Juniper: Healthcare chatbot interactions will reach 2.8 billion by 2023

New analysis from Juniper Research suggests that AI-powered chatbots will soon become the first responders for healthcare providers, against a backdrop of skills shortages in the medical profession and the overall global trend toward an ageing population.

  • Healthcare chatbot interactions will exceed 2.8 billion annually by 2023. This is up from an estimated 21 million in 2018, an average annual growth of 167%.
  • Hospitals stand to make cost savings of $4 billion in the same time period.
  • Healthcare to represent 10% of all chatbot interactions across key verticals such as banking, eCommerce and social media by 2023.

The report suggests that patients are becoming more comfortable using chatbots to discuss their healthcare requirements and as conversational AI platforms become more sophisticated, a greater percentage of enquiries will be completed entirely via this channel.

Chatbots have the potential to transform the way in which patients engage with their healthcare systems and go some way to take the pressure off overstretched staff. But if deployments are not backed up by investment in record keeping, then financial and time savings will evaporate.

Research author Michael Larner