Citations

Why Chatbots?

Healthcare accounts for 18% of the US economy.

Centers for Medicare & Medicaid Services. National Health Expenditure Accounts (NHEA) - Historical). December 11, 2018.

65% of patients feel their providers could do a better job of engaging them.

CDW Healthcare. “Patient Engagement Perspectives Report.” 2016.

More than half of Americans share doctor experiences online.

Healthcare Dive

Hospitals rank below most other service industries on Yelp, at 2.4 stars out of five.

LifeLink Research, 2018: Yelp: Hospitals -- 2.4 stars out of 5. ED -- 1.8 out of 5.

75% of patients are non-adherent to their care plans.

PhRMA. “Improving Prescription Medicine Adherence Is Key to Better Health Care.” 2011.

Disengaged patients cost 25% more than engaged patients.

Accenture Consulting. “Losing Patience: Why Healthcare Providers Need to Up Their Mobile Game.” 2015.

Nonadherence costs the United States $300B in avoidable healthcare costs every year.

Iuga and McGuire. “Adherence and Health Care Costs.” February 2014.

85% of adults have smartphones.

Deloitte. "Global Mobile Consumer Survey: US Edition."

There are 318,000 mobile healthcare apps.

IQVIA

Only 2% of patients engage with hospital apps.

Accenture. "Losing Patience: Why Healthcare Providers Need to Up Their Mobile Game."

90% of an app’s users disappear 30 days after download, and users delete one app for every new one they download.

Forrester Research. “Your Customers Will Not Download Your App.” June 2015.

88% of people's app usage is spent in just five apps.

Forrester Research. “Your Customers Will Not Download Your App.” June 2015.

93% of us are texting, and 98% of messages are opened.

Business 2 Community. "Email Marketing vs SMS Marketing." February, 2018.

90% of people also want to text businesses.

Twilio. “How Consumers Use Messaging Today.” 2016.

“Conversational AI will supersede cloud and mobile as the most important imperative for the next ten years.”

Gartner. “Conversational AI to Shake Up Your Technical and Business Worlds.” September 30, 2016.

By 2020, bots will automate $65B of consumer engagement.

McKinsey & Company, US Office of Personnel Management & BI Intelligence. “Potential Annual US Salary Savings Created by Chatbots.” July 2016.

Healthcare Providers

30% of scheduled procedures are unsuccessful.

LifeLink Research. “Quantitative and Qualitative Customer Benchmarking on Lab Procedure Success.” April 2017. For additional reading, see: HHS Public Access. “Reducing Appointment No-Shows: Going from Theory to Practice.” 2014. Physicians Practice. “Stop Losing Money on No-shows.” 2009.

92% of patients never make it past the hospital home page.

MarketingSherpa. “Marketing Research Chart: Average website conversion rates, by industry.” October 2012.

75% of patients don’t understand their care plans at discharge.

American Journal of Surgery. “Readability of discharge summaries: with what level of information are we dismissing our patients?” March 2016.

Pharma

Reps have less access to HCPs than ever before.

ZS Associates. “Pharmaceutical Practice - Access Monitor. ”2014.

26% of patients prescribed a drug never successfully fill it at the pharmacy.

GSW Health - Health Experience Project. “Designing the 2015 Pharmaceutical Sales Rep Experience.” 2013. Biotechnology Healthcare. “The 3.3 Percent Rx Dilemma.” 2011.

Research

30% of patients drop out of trials after enrolling.

Forte Research. “Retention in Clinical Trials - Keeping Patients on Protocols.” June 1, 2015.