Time flies when you’re having fun — or when you’re running and owning a pharmacy. 2023 has been a landmark year for the pharmacy industry: independents are enjoying their independence more than ever, chain pharmacists are fighting against poor working conditions, and PBM reform just might be on the horizon.
2023 also saw the rise of one game-changing shift in the status quo: the wide use of artificial intelligence (AI).
Whether we’re talking about ChatGPT, Bard, autonomous vehicles, or chatbots, AI has never been more in the mainstream. Now, it has made its presence felt in almost all corners of everyday life — and your pharmacy is no exception.
Adaptability is the name of the game when it comes to prolonged success for your pharmacy. In that spirit, let’s see how you can start the year off on the right foot in the form of chatbots.
Here’s how you can prep your pharmacy for the new year using chatbots.
General-purpose language models are one of the most prominent examples of “mainstream” AI. You’ve almost certainly heard or used ChatGPT in some capacity by now. While they are a fun diversion (who hasn’t told ChatGPT to write a poem about pharmacy work?), they can play an important role in the patient experience.
Chatbots are “computer programs that simulate human conversation with an end user,” according to IBM. Modern chatbots use natural language processing to understand user questions and automate responses to them.
In this case, medical chatbots can provide personalized advice, recommendations, and suggestions to patients based on their medication history. As we illustrated in previous points, this kind of automation opens your pharmacy to tackle more urgent tasks while still delivering top-of-the-line services to your patients.
Chatbots can help your pharmacy in several ways. Robots don’t need to clock in or out for the day. Their around-the-clock availability lets patients get medical advice any time throughout the day (though there should be limits, as we’ll explore later).
You can collect and decipher data with the help of chatbots. Whether you’re looking at demographics, purchasing habits, or even social media traffic, they can help you make sense of complex data and create a plan of action.
Your pharmacy can use chatbots in a variety of ways. Include chatbots in your pharmacy’s websites to field any basic questions such as:
Letting AI services like chatbots do the preliminary heavy lifting for your pharmacy helps both you and your patients. Your patients can learn about your pharmacy and the services it provides while you focus on more pressing tasks.
This makes both the patient experience and your pharmacy’s workflow more efficient without sacrificing an ounce of quality.
You only have one shot at making a good first impression, so start with your best foot forward with the help of AI and chatbots.
AI-powered chatbots tools offer targeted assistance and engagement, allowing you to create campaigns that truly resonate with your audience.
Imagine having chatbots on your social media platforms that interact seamlessly with your followers. These bots can swiftly respond to inquiries about medications, dosage instructions, potential side effects, or general health-related queries, providing accurate information in real time.
This not only ensures timely assistance but also enhances customer satisfaction and trust in your brand.
Additionally, by analyzing your pharmacy’s data and analytics, these AI models help you understand your audience better. They decipher consumer preferences, interests, and behaviors, enabling you to tailor your social media content accordingly.
This means you can deliver personalized campaigns that speak directly to your audience's needs and interests, driving higher engagement and interaction.
Through the strategic use of chatbots and language models, your pharmacy can optimize social media campaigns.
You can launch targeted promotions, share valuable health tips, run interactive quizzes or polls, and even offer exclusive discounts or promotions.
Integrating chatbots and language models into your social media strategy empowers your pharmacy to create impactful campaigns.
By providing valuable content, fostering meaningful interactions, and addressing customer needs promptly, you can build stronger connections with your patients — both in the digital world and in your community.
Your pharmacy’s next great social media campaign may be just within reach, and chatbots can guide you in the right direction.
However, as with anything, there can be too much of a good thing. Patient-pharmacist interactions are extremely valuable, so make sure you’re getting proper facetime with your patient base.
AI is also prone to mistakes every now and then. At the time of writing, your pharmacy should let chatbots take care of cases like cough, cold, stomach aches, etc. — ailments that OTC products can take care of.
When it comes to sore throats or other symptoms that can lead to something bigger, it’s best to leave it to the (human) professionals.
Nevertheless, a healthy dose of AI and chatbots can help jumpstart your pharmacy’s online presence in time for the new year.
The new year brings a rush of pharmacy work madness. However, don’t forget that it also offers ample opportunities to elevate your small business to newer and greater heights.
Your pharmacy software system isn’t the only tech that can push your pharmacy forward. As a pharmacist or pharmacy owner, you are no stranger to adaptation and innovation in the heat of the moment. Times are changing, so don’t let the parade pass you by.
Leveraging AI services such as chatbots is a must in your pharmacy. Who knows what 2024 will bring, but one thing is certain: you can’t hold a tide with a broom. Embrace change this new year and your pharmacy — and your patients — will be all the better for it.
