Malaysian private healthcare provider, KPJ Healthcare Berhad will introduce an AI-powered chatbot to enhance service delivery and improve patient experience.
It would be deployed across 30 specialist hospitals, including the newly opened KPJ Kuala Selangor.
The intent is to manage routine patient information requests through the chatbot, which provides 24/7 responses to frequently asked questions, specialist details, and appointment scheduling.
KPJ has built the chatbot using Watsonx.ai, IBM’s enterprise-grade AI developer studio, and IBM Watson Discovery for intelligent document understanding.
The platform will enable patients to access essential information and services.
KPJ Hospital’s president and managing director, Chin Keat Chyuan, said with this AI-powered chatbot, the hospital can deliver timely and accurate information and build a smarter and connected healthcare system.
This initiative is part of KPJ’s ongoing transformation, anchored by the KPJ Health System, where clinical care, education, and research come together to drive better patient outcomes,” he added.
It is intended to enable KPJ Healthcare to provide patients with quick, convenient access to answers for routine inquiries.
The technology combines deep learning, machine learning, and natural language processing (NLP) capabilities to understand questions, provide accurate answers, and complete transactions through conversational AI.
