AskNDCS: A round-the-clock dental triaging and appointment booking chatbot
Technology
National Healthcare Innovation and Productivity Medals
SingHealth
31 December 2022
To develop and implement a sustainable 24/7 dental triaging and appointment booking chatbot. AskNDCS provided consistent and accurate triaging while improving access and efficiency for patients.
Year Submitted: 2022
Published Date: 31 December 2022
Tags: Technology, Digital Health, Chat Bots
About this Content
Aims
To develop and implement a sustainable 24/7 dental triaging and appointment booking chatbot.
Background
Lack of round-the-clock access to dental triaging services led to patient dissatisfaction.
Methods
Developed and implemented AskNDCS chatbot with AI and machine learning for triaging and appointment booking.
Results
Achieved 97% triage accuracy for actualized appointments; supported 21,827 chat sessions, with 30% occurring outside operating hours.
Conclusion
AskNDCS provided consistent and accurate triaging while improving access and efficiency for patients.
Lessons Learnt
Thorough testing and training are critical for chatbot effectiveness.
Keywords
Dental Triaging, Chatbot, Patient Experience
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | National Dental Centre Singapore |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Medical, Healthcare Administration |
Applicable Specialty or Discipline | Dental / Dentistry, Healthcare Administrators |
Project Lead(s) | Ricky Hi Cheong Leong |
Project Member(s) | Wu Siwen |
Connect with this contributor!
Ricky Hi Cheong Leong - hi.cheong.leong@singhealth.com.sg
Project Attachment
C_687_NDCS_NHIP_2022_AskNDCS_A_Round_the_clock_Dental_Triaging_and_Appointment_Booking_Chatbot.pdf