Of the mountains of challenges brands continually face, finding the perfect way to connect with their consumers will always be the tallest peak to climb. Can AI lend a digital leg up with this? From this writer’s perspective, it already has.
Not rocket science
We’re taught at an early age the best way to have a relationship with others is to spend time with them in person. You talk about personal things. You ask questions. You laugh. You cry. You engage.
Yet, why is it after hundreds of years of in-person visits we feel like we’re drifting further and further away from any semblance of a relationship with our healthcare providers?
Think about the last time you visited your doctor.
What was the environment like? Was it sterile? Did people take their time with you, or did it feel robotic or rushed? When you were getting checked in, did the questions feel intimate, or was it scripted? Did it feel personal? Did you feel comfortable asking any question you wanted, even the embarrassing ones?
Maybe relationships are more like rocket science than originally thought.
Let’s look at another scenario.
It happens to the best of us
There we are, lying on the couch after an injury. (Just to keep the conversation going, let’s say you twisted your knee’s ACL.) So, we do what we all do. We embrace our resistance to see a doctor, we grab some ice then ask our best friend for help. The internet.
Or maybe we suspect a loved one is suffering from a cold, an allergy or quite frankly, anything else. Naturally, we get to work. Grabbing our long stem pipe in one hand and our laptop in the other, we become our best impersonation of Sherlock Holmes MD. We spend the next few hours, or often days, scouring the web, learning symptoms and possible treatment options.
It’s inevitable. We just can’t help ourselves.
But what if instead of being a loyal patient of Doctor Google, we could turn to something more reliable? And dare we say, compassionate? A technology that offered tailored advice, guidance, and spoke to us exactly the way we needed.
Well, that’s exactly what we’re creating at Brado.
Let me rephrase. That’s exactly what we created.
Meet Conversational Engagement™
Now, our bread and butter has always been our ability to achieve insight into patient needs. We’ve spent the last 25 years talking to patients, doctors and caregivers, and we use that knowledge to provide a basis for questions many patients and caregivers are known to have. And by taking our competitive advantage, we found a way to harness that insight of humanness to create something truly unique –Artificial Intelligence, with an extra helping of empathy.
Instead of being apprehensive about new technology like AI, we welcomed it in a way many have yet to achieve. We believe everyone has their own inner Turing Test, which is why programs like ChatGPT can sound so one-size-fits-all. This is because a lot of AI platforms draw upon the vastness of the internet for content. Imagine trying to use a colander to sift for specific grains of sand – everything passes through, which results in extremely generic engagement.
What we’ve created is our Conversational Engagement™ Platform that’s been fed a healthy diet consisting of insight and hundreds of hours of 1-on-1 patient journey interviews. While most other AI experiences do not have the data to identify what stage in a patient or caregiver’s journey they are in, our solution immediately recognizes and responds accordingly. Just like a real doctor can do.
What if you don’t know what to ask? That’s a great question.
One of the biggest obstacles a patient or caregiver may face is they simply don’t know what they don’t know – making it tough to ask the correct questions. Fortunately, our platform is here to help. Already familiar with complete health journeys, it’s able to ask specific questions to keep the conversation going.
Our platform also knows when it’s appropriate to show empathy, compassion or even curiosity. Because it remembers who you are and where you are in your journey, it can demonstrate genuine concern in the very beginning. After you’ve had a procedure, it can ask how you’re feeling and offer guidance during your recovery.
Enter the future
By giving our Conversational Engagement Platform this micro versus macro approach to engagement, it ensures every conversation is tailored to exactly what the patient or caregiver needs, right when they need it.
For example, we’re now able to use AI to write messages that extend outside the platform. We leverage insight and platform conversations to create bespoke messaging strategies that are contextual to that specific point in a health journey, and then offer appropriate connections to resources.
We can also alter jargon and vernacular. Just like in life, the way you’re spoken to varies. Empathy changes as you talk with different people. Our AI mimics all of that.
HIPAA compliant? You got it.
Need the platform to speak like a 5th grader? Done.
Need it to grow with you as you get older and more sophisticated? Well, we’re working on that one :).
These are the attributes that separate us from many other AI solutions.
All of us at Brado have accepted AI is our future.
We’re just ensuring the future is anything but artificial.
Want to talk Healthcare or Conversational Engagement?
Contact Andy Parham.