Say 'yes' to continue: Motol Hospital announces AI voicebot that speaks 60 languages

Motol University Hospital – the largest healthcare facility in Czechia – is set to introduce an automatic, multi-language voicebot named Irena to assist patients with their phone inquiries about the hospital and their health. Speaking 60 languages, it will especially help foreigners who have a poor (or no) command of Czech.

Developed in collaboration with digital automation expert Jan Hejtmánek, the AI-based tool aims to streamline daily operations for the hospital staff and lessen their workload.

Hejtmánek, who is working closely with the Faculty Hospital in Motol on digital automation, highlights in iRozhlas that the primary objective of developing the voicebot is to provide patients with a more convenient and faster way to seek information and assistance. 

By utilizing the AI-based technology, the hospital aims to address common inquiries that do not require direct doctor involvement, such as rescheduling appointments or obtaining prescription refills. 

Irena will offer patients basic information about the hospital, including operating hours, parking details, and associated fees. Patients will also be able to request appointment changes or make new appointments through the voicebot. Patients who require regular prescription refills will find Irena helpful in facilitating the process. 

Miloslav Ludvík, director of Motol University Hospital, expresses optimism that the voicebot will help overcome communication issues caused by limited staff availability – or language barriers – to answer a multitude of patient inquiries. By leveraging AI, the hospital aims to improve efficiency and overall patient experience.

While developing the technology behind Irena is relatively straightforward, ensuring data security and compliance with regulations presents challenges. The hospital must integrate the voicebot with existing hospital systems and patient records while maintaining strict confidentiality standards. The process requires meticulous attention to detail and adherence to approved technologies and inspections.

Motol University Hospital anticipates that Irena will be operational and ready to interact with patients via phone calls in the spring of next year The hospital's initiative to introduce a voicebot reflects a stride towards embracing technology in healthcare to improve patient care, streamline administrative tasks, save time, lessen burdens on hospital staff, and enhance communication between patients and medical professionals.