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While artificial intelligence (AI) technology based chatbot is making its presence felt in many different sectors in India like banking, insurance, FMCG to name a few, it is yet to make an impact in the healthcare industry. Healthcare sector can be roughly divided into three categories – pharmaceutical industry, diagnostic centers and hospitals and doctors. While pharmaceutical companies are ahead of diagnostic centers, doctors and healthcare facilities in adoption of chatbot, they are still far behind in companies of other segments. Deployment of chatbot at an organization reduces 20-55 percent customer support cost. In pharmaceutical industry, reduction in customer service expense stands at 20 percent, said Kartik Poddar, business head at Haptik, an AI based chatbot.


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