Many of the challenges affecting the healthcare system today appear to be worsening, including ongoing staffing shortages, burnout, and the aging population and sharp increase in chronic conditions. Healthcare organizations, understaffed and servicing more patients than ever, recognize the need for advanced technologies, such as generative AI and automation to tackle these challenges.
One such solution is digital humans, emotionally intelligent avatars that serve as 24/7 sources of support and information for patients and medical professionals. Unlike chatbots, which feel more like using a search engine, digital humans can respond dynamically and empathetically to a patient’s questions, benefiting both the anxious patient and the overworked front-line worker.
Reducing Patient Fear and Anxiety
When it comes to health, people tend to do their own research, mainly because feelings of uncertainty, anxiety and fear come from the unknown. Often too, the topic is something they would rather not discuss with a “real” human and anonymity is of utmost importance. However, sometimes the information they find is in “health speak” or medical jargon and therefore difficult to understand. Non-judgemental digital humans can speak to people in everyday language, demystifying confusing subjects and diagnoses. Plus, leading digital humans are multilingual, meaning they can translate doctor’s notes into someone’s first language.
Digital humans are designed to listen and reply with empathy, warmth and friendliness, which is especially valuable in healthcare settings. Consider that when someone is looking for answers, information overload and industry jargon are commonly expressed challenges and this then adds stress for medical professionals who often have to unwind “self diagnosis” from a patient. By delivering information to that patient in an emotionally intelligent way that is understandable and trustworthy, digital humans can mitigate confusion and distress.
Another impactful area is reducing anxiety and fear among children while reassuring their parents. For example, digital humans can also be digital “characters”, such as a well-known fictional hero or a friendly animal, adding fun and distraction to an otherwise scary and intimidating environment. Similarly, this capability helps nurses learn important information from the child more effectively as they may be more willing to share their symptoms with the character.
Time Saving Advantages for Front-Line Staff
When digital humans help patients, they simultaneously help front-line personnel. Today, the burnout rate in healthcare is very high compared to other industries. While this rate varies by specialty and other factors, 2023 research from KLAS found that 32% of nurses and 34% of physicians report feeling burned out, up from 24% and 27% respectively in 2018.
One of the main reasons front-line staff experience burnout is their large workloads from staff shortages. As a result, staff don’t always have enough time to spend with individual patients. A consequence of this time limitation is that patients must wait longer to see their doctor and get their questions answered. Unfortunately, this separation can cause the patient to not use their medication or decide to avoid following through with a needed surgery, putting extra cost and stress on the healthcare system and, ultimately, the at-risk patient.
Healthcare organizations can leverage digital humans to reduce their front-line staffs’ workload, which will have a trickle-down effect on the patient experience. By implementing digital humans at the top of the funnel as a first touch point for patients, organizations can take everything from consultation scheduling to post-operation surveys off the shoulders of busy employees. Front-line workers will then have more time to invest in each patient across the journey for a better patient experience, resulting in less readmittance and decreased cost throughout the system.
Case in Point: Cardiac Coach
A real-world example of a digital human interacting with a patient is a cardiac coach. In this scenario, the patient has just had a bypass surgery and asks the digital human why they have to take pills—specifically; the patient wants to know what the pills do. The digital human asks the patient if the doctors explained the purpose of the pills in rehab. However, it has been so long that the patient has forgotten.
The digital human asks the patient to hold the pill bottle to the computer camera so the digital human can see the label. After identifying the bottle’s contents, the digital human explains that it is statin. This pill reduces the bad fats in the blood, which can cause heart problems if untreated. The digital human then instructs the patient to take one tablet at night.
The patient wonders aloud if there are any adverse side effects and that his friends say they get sore muscles from these pills. The digital human explains that muscle soreness is a rare side effect and that such symptoms come from bypass surgery. Finally, the digital human asks if it can set a reminder for the patient to schedule an appointment with their doctor.
Considerations When Selecting a Digital Human Solution
When evaluating digital human providers, emotional intelligence and a friendly, relatable personality should be top priorities. In healthcare, a digital human that can convey empathy and build trust with patients is essential to delivering a positive experience.
Related, a digital human must have a natural, approachable appearance that appeals to diverse users, including elderly populations, while avoiding any unsettling or “uncanny” elements. Real-time responsiveness is equally important, enabling lifelike, engaging interactions that meet users’ needs immediately.
With staff shortages on the rise and patient needs reaching new heights, the solution should seamlessly support healthcare workers by handling routine tasks and even data processing, freeing professionals to focus on complex patient care. This creates a win-win: digital humans not only alleviate the burden on healthcare workers but also ensure patients receive timely, attentive service.
Lastly, prioritize safety and compliance: ensure the solution has a proven track record in health-related applications and aligns with industry standards and regulations.
Image: ID 332344266 © kkssr | Dreamstime.com
Danny Tomsett
Danny Tomsett is the CEO and founder of UneeQ, a leader in digital human technology. With a career steeped in innovation, Danny is a pioneer in the field. UneeQ has emerged as a global leader in AI avatars, transforming the way organizations engage with their audiences. Danny's passion for humanizing technology and his commitment to creating emotionally resonant interactions have propelled UneeQ to the forefront. UneeQ was the winner of the Sir Richard Branson Virgin Business Challenge. He has a successful entrepreneurial track record – developing games at eight years old, and founding and exiting a Telecommunications company at age 25.
