General Billing Enquiries AI Assistance - KKHelpBot
Care Process & Redesign
Technology
Singapore Healthcare Management Congress
SingHealth
31 December 2021
Implement an AI-powered chatbot to handle general billing inquiries 24/7. AI tools can optimize healthcare operations and patient experience in financial services.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Technology, Care Process ＆ Redesign, Digital Health, Chat Bots, Digitalisation, Automation, Artificial Intelligence, Digital Platforms, Operational Management, Financial Management
About this Content
Aims
Implement an AI-powered chatbot to handle general billing inquiries 24/7.
Background
Increased patient inquiries about billing overwhelmed staff; AI was seen as a scalable solution.
Methods
Launched KKHelpBot with natural language processing for real-time support and data tracking.
Results
Reduced call volume significantly; average chatbot satisfaction score of 4.43/5 achieved.
Conclusion
AI tools can optimize healthcare operations and patient experience in financial services.
Lessons Learnt
AI chatbots require continuous updates to maintain relevance and accuracy in user responses.
Additional Information
SHM 2021 – Shortlisted Project (Finance Category)
Keywords
AI, Billing Inquiries, Chatbot, Natural Language Processing
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | KK Women and Children Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Parmeet Kaur |
Project Member(s) | Rachel Chang |
Connect with this contributor!
Parmeet Kaur - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
C533_KKH_SHM_2021_General_Billing_Enquiries_AI_Assistance_KKHelpBot.pdf