Orbita, a leading provider of intelligent virtual assistants and healthcare workflow automation, launched Orbita Blaze to revolutionize provider websites by combining an intuitive and user-friendly “find care” experience with the convenience of a healthcare-specific chatbot. Blaze uses conversational AI to ask questions and search for details that help patients find what they’re looking for, then directs them to the most appropriate provider and facility.
Most health websites are functionally flawed. In fact, 78% of people who reported switching providers in 2021 did so because of poor healthcare navigation, including difficulties using digital tools like the website. Although 43% of patients prefer a provider’s website search facility, the process can be overwhelming and frustrating. Often, patients do not know where to start or what terminology to use to ensure an accurate search (e.g., a traditional search function may not interpret “abdominal pain” when expecting the more clinical descriptor “abdominal pain”).
“Patients want a medical experience that mimics the convenience they enjoy in other areas of their lives — for example, finding information through predictive search on Google or making an appointment as easy as reserving dinner on OpenTable,” said Patty Riskind, CEO of Orbita. “Representing the next-generation digital front door, Orbita Blaze triggers hyper-personalized dialogues to ensure patients find what they’re looking for, improving patient experiences, increasing conversion rates and reducing leakage.”
Blaze removes treatment barriers by transforming the entire website into an intuitive virtual assistant for improved navigation and patient access. It takes the chatbot from the bottom right corner and initiates a conversational interaction from the search bar or any link on the website. Blaze allows patients to ask their questions in layman’s language and delivers accurate results that take into account a variety of factors and provide the best possible care options based on the individual’s circumstances.
The technology features a symptom checker that determines the level of urgency, while an algorithm identifies and suggests locations for timely care based on the patient’s distance, wait times and insurance. Blaze engages and educates patients throughout this process thanks to an extensive knowledge base and advanced cognitive search technology that can decipher a wide range of vocabulary and phrases.