As voice recognition technology (Voice) becomes more integrated into our daily lives, many healthcare systems are beta testing hands-free and multidimensional experiences that are transforming their care delivery. Innovation teams are piloting different uses cases – some that improve patient experiences and others that streamline internal processes.
As your company develops a Voice strategy it is important to have an understanding of the foundation. Voice has many characteristics – data optimization (exposing APIs / voice-readable website / SEO), assistants (devices – Amazon Alexa, Google Home, Apple HomePod) and as a source of insight and integration (Alexa Skills, Natural Language Processing). A successful Voice strategy must address each characteristic.
1. Data Optimization – Content Strategy and Digital Marketing
Now is the time to optimize your site’s content in ways that Voice search engines are able to recognize. This means creating a content strategy for exposing directories and providing authoritative answers for common questions in robust, structured formats (known as schema). Directories often include information that users seek frequently and would most likely need in a hands-free format, such as location, scheduling, phone number, doctor pages and urgent care wait times.
2. Smart Assistants Adoption – 50 percent by 2020
As a fast follower to optimizing data, companies are planning for the convenience of a hands-free consumer experience. Research indicates that by 2020, 50 percent of all searches will be Voice searches, and 30 percent will be without a screen. Fifty-five percent of U.S. households will have smart speakers. Amazon’s Alexa has led the way with early adoption with a 70 percent market share. However as others join the market that is likely to slip. Each of these devices has an app that can wrap around your services.
3. Insight and Integration – Artificial Intelligence
Once the data are available to the smart assistants, they are one step closer to providing a hands-free experience. Using natural-language processing, the meaning of sentences can be determined in a format that the computer can understand. The best part ― this technology is already integrated into the smart assistants. In order to connect the dots from your data to your patients, a successful Voice strategy would develop an Alexa Skill or Google Assistant Action.
Of course, no discussion on Voice would be complete without mentioning HIPAA and EU privacy regulations. Patient privacy regulations continue to tighten, and since Voice is not yet HIPPA compliant, current use cases do not use the 18 points of patient information. There are many use cases that add value without patient information.