摘要
目的:通过人工智能技术来解决患者的需求,提升就医体验,于国内首创在医院场景的客服机器人。方法:建立了客服机器人,将其应用在移动端(微信、支付宝)和官方网站,服务于患者。结果:客服机器人从2016年9月参与到线上客服团队工作后,整个服务量于2017年12月达到了2015年同期的六倍,其问答匹配率达到了95%。结论:人工智能技术能够为患者高效提供及时的服务,这将是医院体系提升服务能力的有利工具和发展趋势。
Objective:To improve patient experience by solving patients'needs by Artificial Intelligence (AI),and firstly devise the service robot in hospital.Methods:By devising customer service robot and installing them on mobile terminals (Wechat,Alipay)and hospital's official website,we succeed in providing a better service for patients.Results:After'participating as a member of the online customer service team in September 2016,the customer service robot has made the overall online service level six times to the same time in 2015.Conclusion:Artificial Intelligence is able to provide immediate service efficiently,which will be the most effective tool and trend of future development for the hospital system to improve service.
作者
武婷婷
陈蕾
方佳伟
于阳
杨文寅
WU Ting-ting;CHEN Lei;FANG Jia-wei(Director of Market and Patients Experience Department,Shanghai First Maternity &Infant Hospital, Shanghai 201204,P.R.C.)
出处
《中国数字医学》
2018年第12期17-19,共3页
China Digital Medicine
关键词
人工智能
患者服务
Artificial Intelligence (AI)
patient services
