Should Clinics Use AI Chatbots?

More and more clinic websites are using automated chat tools to manage enquiries and support bookings, but not all chat systems are the same. In this video, I explain what chat widgets actually are, how they differ from the systems operating behind them, and why the same on-screen chat box can create very different experiences for clients.

I walk through the four main levels of chat automation, live human chat, hybrid systems, menu-driven chat, and fully AI-led assistants — including an on-screen example of a clinic using an AI-driven solution. I also explore where automation genuinely improves response times and efficiency, and why careful design, clear boundaries, and human oversight are essential to avoid problems or loss of trust.