The journey of chatbots has been transformative. Initially confined to scripted responses following a simplistic logic, they struggled to address the intricate needs of customers. However, the emergence of expansive language models has revolutionized their utility. With vast datasets at their disposal, startups are harnessing generative AI to craft bespoke chatbots tailored to diverse businesses and scenarios, particularly in contexts where consumer assurance is paramount.
Thailand’s HD is at the forefront of this evolution, directing its efforts toward the healthcare sector. Originating as a platform for third-party healthcare and surgical services, HD recognizes the imperative for conversational AI in enhancing the healthcare consumer experience.
Co-founder Sheji Ho elucidates that despite product descriptions available on HD’s marketplace, a significant portion of inquiries still prefers direct engagement. This echoes the offline shopping experience, underlining the significance of conversational commerce in healthcare.
To propel its AI initiatives, HD recently secured a Series A funding round of $5.6 million led by SBI Ven Capital, bolstered by participation from prominent investors. Ho envisions HD as pioneering the “Sierra AI” of Southeast Asia’s healthcare landscape.
HD’s strategy is grounded in practicality, acknowledging limitations in competing with tech giants while emphasizing the advantage of localized data. By leveraging proprietary datasets encompassing transactions, chats, FAQs, and product catalogs, HD aims to train chatbots tailored to the intricacies of the healthcare domain.
The infusion of capital will expedite the deployment of chatbot services within HD’s marketplace and facilitate their accessibility to external entities, particularly healthcare providers seeking round-the-clock customer support. With an extensive network of over 2,000 healthcare providers in Asia, HD is poised to refine its AI models for optimal performance within the healthcare ecosystem, paving the way for a new revenue stream alongside its marketplace commissions.
Navigating through the post-pandemic landscape, HD adopts a prudent approach, prioritizing sustainable growth over rapid expansion. While profitability loomed on the horizon pre-pandemic, the fundraising initiative was propelled by a strategic foresight to seize opportunities amidst economic downturns, leveraging reduced costs in customer and talent acquisition. Ho emphasizes the perils of fixating on lofty valuations, cautioning against the pitfalls witnessed by other startups, and underscores the unwavering commitment required in healthcare endeavours.
