Effectiveness of conversational script optimization by intelligent consultation robots on daily work efficiency in vaccination clinics

TL;DR

Using optimized scripts in a consultation robot improved efficiency and reduced workload in a vaccination clinic.

Contribution

Demonstrated that refining conversational scripts of a robot enhances clinic efficiency and user satisfaction.

Findings

Optimized scripts increased automated response rates and reduced human support transfers.

User satisfaction improved significantly in the final phase of the experiment.

Healthcare professionals' workloads decreased due to automation of routine tasks.

Abstract

Vaccines are essential for reducing infectious disease incidence, but challenges like public awareness and healthcare workloads persist. This study aimed to evaluate the impact of optimizing conversational scripts of an intelligent consultation robot on enhancing operational efficiency in vaccination clinics.

A pilot project was conducted at the vaccination clinic of Minglou Street Community Health Service Center in Ningbo’s Yinzhou District. The robot system, developed by Shensu Science and Technology, was implemented from January to May 2024 with four experimental phases. The study used a pre-post comparison framework to assess changes in labor costs, work efficiency, and user satisfaction.

As the scripts evolved, there was a notable increase in automated response rates and a decrease in human support transfers. User satisfaction improved, particularly in the final phase. The robot became more effective at managing user inquiries, reducing reliance on manual services.

Optimizing the robot’s conversational scripts significantly improved daily operational efficiency in the vaccination clinic. By automating routine consultation tasks, the robot reduced healthcare professionals’ workloads. Future research could explore further refinements to dialogue strategies and expand the robot’s applications in healthcare settings.

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