Getting Care Information and Scheduling Appointments are Most Desired Voice Assistant Use Cases for Healthcare

Yesterday, the Voice Assistant Consumer Adoption Report for Healthcare was released and it revealed that over half of consumers would like to use voice assistants for at least some healthcare services. The study was developed in collaboration with Orbita and its findings also showed that U.S. adults are interested in a wide variety of use cases. Topping that list is asking about illness symptoms followed by finding a hospital, clinic, or urgent care facility.

Additional information queries such as asking about medication and nutrition were next in line followed by scheduling a visit to a doctor or hospital. You can boil this down to “learn” and “schedule.” Consumers are viewing voice assistants in general as a means to quickly gather information and complete tasks. The interests in healthcare follow this same pattern. You can download the full report by clicking the button below.

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Interests and Actions Differ

Healthcare use cases that consumers have already tried on voice assistants were also considered in the report. The top use case by a wide margin and selected by nearly 73% of respondents is asking voice assistants about illness symptoms. That is followed by asking about medication information at 45.9%. Finding a hospital, clinic, or urgent care center tied for third with researching treatment options at 37.7%. Rounding out the top six responses at 29.4% and 28.2% respectively are asking about nutrition information and finding a doctor or other care provider. The full chart is provided in the report.

Transactions related to healthcare services are either not yet available or have only recently become available through voice assistants. However, shopping for medications and scheduling a doctor’s appointment were the seventh and eighth most used healthcare services through voice assistants and suggest transactions could become popular use cases with consumers.

What consumers have done with voice assistants in healthcare is heavily influenced by what is available. Few providers have implemented voice-enabled appointment scheduling or other transactions that could impact healthcare. By contrast, there are numerous examples of providing information about illness and treatment options. Mayo Clinic and Boston Children’s Hospital are two examples of healthcare organizations offering information services today through Amazon’s Alexa and are detailed in the report.

Atrium Health and American Red Cross are two examples in the report that offer scheduling features. However, these are rare in part because of HIPAA considerations and the relatively limited options to deploy voice apps that comply with privacy regulations.

Ten Voice Assistant Provider Solutions Reviewed

The use cases reflect what consumers are using today and what they would like to have available to them in the future. In the report, we also detail 10 organizations that are providing voice-interactive solutions for consumers and patients. This information offers a more in-depth look into how healthcare providers are taking advantage of increased use of voice assistants by consumers.

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