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PNUH expands online AI ‘chatbot’ to improve customer service
  • By Marian Chu
  • Published 2018.01.16 17:40
  • Updated 2018.01.16 17:40
  • comments 0

Pusan National University Hospital (PNUH) said Tuesday it began expanded operations of its Artificial Intelligence (AI)-based customer service “chatbot” that serves as a 24-hour real-time consultation center.

PNUH AI chatbot serves as a real-time consultation center that runs 24 hours a day, 365 days a year.

PNUH is the first tertiary hospital to have implemented an AI-based customer service application that uses natural language processing and deep learning technology to respond to customers 365 days a year, it said.

The hospital launched the service in October as a mobile service accessible via KakaoTalk. The expanded operations now allow customers to access chatbot through Naver TalkTalk, available on both mobile and the web, it said.

Anyone can use the chatbot by clicking on the “Naver TalkTalk” and “KakaoTalk” icons found at the bottom of the hospital’s website.

According to PNUH, chatbot can answer 90 percent of customer’s requests that include questions related to medical staff or consultation dates, appointments, ward location, subsidiary facilities, and document issuance.

“We expect to provide a pleasant environment where customers can use AI to get answers to questions about the hospital anytime, anywhere,” said Lee Chang-hoon, director of the hospital.

PNUH will continue to invest in the development of various services for efficiency and customer satisfaction during the fourth industrial revolution, he added.

Park Hae-yu, CEO of Weisure, Naver's official chatbot builder, said, “We will provide more smart hospital services by applying image processing and voice recognition technology built on Big Data through continuous technology development cooperation with PNUH."


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