Impact Of Ia Chatbots On Healthcare Services Management

Abstract

The main objective of the study is to evaluate the impact of Artificial Intelligence (AI) Chatbots on the efficiency and quality of service management at Fundación Divino Niño. The study is qualitative and uses a field research design. It also focuses on describing the indicators of service management in this health institution, after having previously evaluated the AI Chatbots platforms and selected the one that best suits the needs of patient information requests considering the technical criteria. The results indicate that the implementation of AI Chatbots significantly improved efficiency in service management, response times were reduced by 40%, and user satisfaction increased by 25%. In addition, a decrease in operational costs was observed due to the automation of repetitive tasks by the people in charge of attending patients through WhatsApp and Social Media channels. User satisfaction increased notably and they provide a more satisfactory and personalized customer service experience, achieving a reduction in operating costs, freeing up resources that can be allocated to other critical areas of the Fundación Divino Niño. Finally, the impact has a significant impact by offering a sustainable and scalable solution for service management, which is especially beneficial for non-profit organizations.