Chatbot Anne

AVL identified a growing need for accessible, reliable, and patient-oriented information for patients and their loved ones. Website visitors often search for information about care, treatments, and processes at moments when they have little certainty and are unsure how to formulate their questions. Although most of the required information is available on the website, it was not always easy to find through the existing search function. In addition, the hospital is only partially reachable outside office hours, while the need for information is continuous. As a result, phone and email are also used for relatively simple questions, increasing pressure on telephone lines and service desks. Furthermore, there is a growing group of visitors who prefer digital communication or have limitations that make phone calls difficult. AVL therefore sought an additional, low-threshold way to better guide visitors in their information needs without closing existing contact channels.

In 2022, AVL developed the service-oriented chatbot Anne in collaboration with Pexlife. Anne was designed as a conversational partner: helpful, practical, and empathetic. The chatbot assists visitors step by step in finding relevant and reliable information, even when they are unsure what exactly they are looking for. Anne deliberately does not provide personal medical advice but can offer general information about cancer, explain care processes (such as fast diagnostics), and refer users to appropriate next steps or other contact channels. Recently, Anne was expanded with a live chat feature: when the chatbot cannot provide an answer, a live chat with a staff member is offered. This ensures that the service remains human and prevents frustration. Anne is available 24/7 and recognises medical terms and keyword combinations better than the regular search function.

In the coming period, AVL will focus on further optimising the chatbot’s visibility and user-friendliness, ensuring Anne is immediately visible when pages load. The live chat will be evaluated for impact, service experience, accessibility, and phone traffic. User feedback and insights from chat and live chat data will be actively used to enrich dialogues and website content. AVL is also exploring how to guarantee optimal staffing for live chat, which can be challenging with a small team. In the longer term, AVL will consider expanding with additional AI support, while keeping the human touch, factual accuracy, and patient-centered approach at the core.