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Chatbots are the newest stars of instant messaging. For the first time ever, people are starting to use messenger apps more than they are using social media networks. So, it comes as no surprise that businesses are utilising this cost-effective, new opportunity in order to engage with their consumers.
Just like any other consumer industry, the aged care industry is centred on customer service. As the population ages, demand for aged care is growing rapidly. The proportion of Australians aged 65+ is expected to grow from 15% of the population today to 18% in 2027, and the ratio of workers to retirees will increase to 2.7 by 2055, so pressure on the aged care market is only going to increase.
Hence, aged care organisations will need to find a way to cope with this influx of demand for their services.
How do chatbots work?
A chatbot is a computer program which users interact with via a chat interface online. It is powered by rules and often mimics conversation with people using Artificial Intelligence (AI). They can host a range of services from scheduling appointments to streamlining customer service roles. The bots integrate into websites and applications, so everything can be organised through the one platform.
The buzz around chatbots and AI is two-fold. On the one hand, the way in which automation can disrupt and help transcend an industry is enormously value-adding but on the other hand, our modern-day workforce feel the adverse implications of such technologies and are in many cases, made redundant.
Using sophisticated algorithms that can mimic certain human functions, the inevitable chatbot and AI revolution heralds countless applications to improve products and services. Some reports have indicated that technology will replace 40% of Australia’s jobs by 2030 and frontline service jobs are one of the most likely business-use cases.
As workforce costs continue rising, operators who leverage powerful AI technologies stand to benefit from a more lean and empowered business model.