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The potential of digital voice assistants in the care sector

March 2018

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Current trends in the health and care market have revealed challenges for market operators. The use of voice technology can represent a solution approach.

▪ The integration of smart home

and digital health in AAL

▪ Simple communication with

relatives and care givers

▪ Application to increase security

▪ Interlinking of devices

▪ Continuous monitoring of vital parameters through wearables

▪ The application of telemedicine, social robots and the

implementation of artificial intelligence

Demographic change in the care sector

Voice as a new interface in health careAmbient Assisted Living

▪ Rise of digital voice assistants

▪ Orchestration of vital parameters and care data

▪ Complete treatment through end-to-end-processes

▪ Enable connectivity between care givers, relatives and

patients

Digital Health

16 29 55 98165

225

365

Predicted revenue in the

segment AAL5

(in billion euro)

Current trends in health and care market

50 % of women aged 75+ live alone1

90 % Elderly prefer to age at their own home4

49 % Seniors are cared for in their own home by relatives3

54 % Patients find individual solutions most important2

Current

market

trends

Flash Insight: Digital voice assistants in the care sector | March 2018

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Over the last years, voice has become an essential part of search requests and gained great importance, especially within the elderly community.

Development of search requests via voice Importance of voice for elderly people and care recipients

"Voice is becoming that next

wave of how can we engage

because it really means that

we're lowering the friction for

people to be able to interact

with something.”72014 2015 2016 2017 2018 …

Development of voice requests

"The thing that's important

about a conversation agent is

we can talk to them in our

actual voice, and they respond

to us like people do.”6

“After I tried Amazon Alexa for the first

time I was really fascinated by the

simplicity of the application. Until now I

never got in contact with computers or

the internet, but Alexa really convinced

me. ”8

Baidu

1 of 10 search

requests via voice

Amazon Echo

Quickest sold

speaker in 2015

Microsoft Bing

25% of all search

requests via voice

Google Android

1 of 5 In-App

search requests in

the USA via voice

Forecast

At least 50% of all

search requests via

voice or picture

Siri

> 1 Billion

search requests

per week

Flash Insight: Digital voice assistants in the care sector | March 2018

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With regard to the health sector, digital voice assistants already offer multiple services along the complete healthcare value chain.Overview of services (Echo skill examples)

Prevention

▪ Scheduling of doctor

appointments

▪ Adaption of contractual

documentations

▪ Information about

pharmacies, doctors and

hospital locations

▪ Fitness programs

▪ Healthy food guides

▪ Disease prevention guide

▪ Brain jogging

▪ Specific definitions of

sickness based on

individual information

▪ Detailed advice in case

of an illness

▪ Telemedicine

▪ Medical management

▪ Proactive advice about

your disease

▪ Treatment information

about specific levels of

vital parameters

▪ Holistic support and

advice during pregnancy

and becoming parents

▪ Online diaries for mental

health, asthma, blood

sugar, weight, baby

activities, etc.

▪ Reminder about daily

medications for the entire

family

▪ Monitoring of chronical

diseases in combination

with smart devices

10% 10% 20%40%

Estimated

market

share920%

Administration Diagnosis Treatment Monitoring

Flash Insight: Digital voice assistants in the care sector | March 2018

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Self-organization

Reminder of events, meetings, medication and an aid

in the decision making process

Communication

Audio or video communication with relatives

or third parties e. g. doctors or care givers

Besides multiple applications and services in the health sector, digital voice assistants also show great potential in the care sector.

Care documentation

Voice based care documentation with relevant data

for the caregiver e. g. personal healthcare

procedures

Security

Identifying critical situations, initial first

aid support and contacting third

parties or emergency contacts

Digital care assistant

Central touchpoint with easy and voice

based controlling, storing of individual

preferences and interests of the patients,

orchestration of all functionsInformation

Providing information about weather or private

issues with saved answers

Entertainment

Offering virtual games, music and reading

messages / books to the person in need

of care

Brain-jogging

Cognitive training to improve creativity,

concentration, awareness and

observation, as well as motion and

coordination

Smart Home

Automatic and voice based control of smart home

applications and specific AAL systems

Tasks of digital voice assistants in the care sector

Mobility

Increase in mobility by improved cross-linking of

smart devices with an implemented fall detection

system

Ambulatory Stationary

Flash Insight: Digital voice assistants in the care sector | March 2018

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The relevance of digital voice assistants in the care sector has also been addressed already by startups focusing on care specific assistants.Care assistants by start-ups

▪ Social robot

▪ Phase: Re-Design of

prototype

▪ Founded in 2016

▪ Headquarter: Ramat

Gan (ISR)

▪ Voice interface

▪ Open ecosystem

▪ Voice interface

▪ Open ecosystem

▪ Home health robot

▪ Phase: In-home user

testing with prototype

▪ Founded in 2014

▪ Headquarter: New York

(USA)

▪ Voice interface

▪ Open ecosystem

▪ Home health robot

▪ Phase: In-home user

testing with prototype

▪ Founded in 2014

▪ Headquarter: San

Francisco (USA)

▪ Companion robot

▪ Phase: Prototype

▪ Founded in 2014

▪ Headquarter: Ile de

France (FR)

▪ Voice interface

▪ Open ecosystem

▪ Mobile

▪ Voice interface

▪ Open ecosystem

▪ Mobile

▪ Companion robot

▪ Phase: In-home user

testing with prototype

▪ Founded in 2015

▪ Headquarter: Roubaix

(FR)

Flash Insight: Digital voice assistants in the care sector | March 2018

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Care

su

pp

ort

an

d c

on

tro

llin

g

Due to its multifunctionality, voice enabled care assistants facilitate the daily life of patients, relatives and the care staff.Benefits & use cases (selection)

Which pills

do I need to

take today?Measuring vitals with

wearables, keeping doctors

and caregivers up to date

Reminder to keep your relax

and sleeping routines and

easy adjustment of the light

Monitoring of the patient

and contact establishment

in case of an emergency

Documentation of

medication intake

Today, you have

to take one

Aerius 10 mg.

Care

serv

ice

do

cu

men

tati

on

Mrs. Mueller lost weight again.

The doctor should be informed.

The documentation is based on the

verbal communication and will be

saved locally

Health conditions and anomalies during the

care section will be documented via voice

The doctor will be contacted

and informed about the

patient´s health situation

Hello, this is Mrs.

Seibold. I am

just at Mrs.

Mueller’s house.

Mrs. Mueller got her

medication and she

has been dressed

with the compression

stockings.

Are there any other

health issues?✓

All right. I’ll

start the

service time.

Today, Mrs.

Mueller needs

to take the

following

medications: …

Flash Insight: Digital voice assistants in the care sector | March 2018

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The potential of digital care assistants is confirmed by the assessment of elderly dependents and market experts in a qualitative study.

Qualitative study: Seniors (n=10), Experts (n = 30), Care services (n = 19), Operators of care homes (n = 10)10

Digital care assistants – study results

Elderly dependents Market experts

0 %Seniors knew any assistive technologies

besides medical alarm systems

100 %Seniors are interested in using digital

assistants for entertainment and to

communicate with family members

80 %Seniors have a willingness to pay € 50 –

€ 100 for digital voice assistants

90 % Seniors recognize a huge advantage in

voice control systems compared to the

conventional control of technology

75 %Experts agree on a decrease in the

technology aversion among seniors

54 %Experts agree on using technologies to

support the nursing staff

70 %Care home operators indicated that they

are interested in offering such systems to

their residents, should they receive the

offer of an appropriate system

0 %Care services currently offer any kind of

voice-activated devices to their clients

Flash Insight: Digital voice assistants in the care sector | March 2018

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The cost reduction through increased efficiency is one of six opportunity areas of the digital care assistant within the care sector.

Differentiation from competitors

▪ Analyze the vital data for a personalized care

▪ Increase customer loyalty through lock-in effects

▪ Differentiate from competitors with attractive offers

▪ Positioning in the market as provider of individual

care through digital voice assistants

Addressing of new market segments

▪ Offer comprehensive care for elders

in remote areas

▪ Provide new services for alternative ways of

living, e. g. Quartier Hamburg

Great patient experience

▪ Adjustment to new customer needs after individualization and

increase of autonomy

Integrated health support

▪ Simplification of data exchange between the elderly

and healthcare providers

▪ Increased empowerment through new opportunities in

self-management

▪ Optimization of processes through shared information

Generation of new insights

▪ Collection of patient’s insights, e.g. habits,

preferences

▪ Collection of relevant data throughout the entire

lifecycle of patients

▪ Derivation of new offerings based on insights

Increase of efficiency through cost reduction

▪ Reduction of administrative costs

▪ Integration of care assistants to support nursing staff / physicians

▪ Simplification of internal processes

▪ Improve disease management programs

Digital Care

Assistant

Growth opportunities through care assistants

€

21

3

5

4

6

▪ Relief of relatives through digital service offers

▪ Communication with stakeholders, relatives and

health caregivers via a health network

Flash Insight: Digital voice assistants in the care sector | March 2018

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Mücke, Sturm & Company would like to get in touch with you to discuss the influence of digital care assistants to your business.

Headoffice MunichTheresienhöhe 12

80339 Munich

Germany

T +49 89 461399 0

F +49 89 461399 777

Office HamburgBrooktorkai 20

20457 Hamburg

Germany

www.muecke-sturm.de

Michael MückeManaging Partner at

Mücke, Sturm & Company

We can support you with topics like… s

▪ How can digital care assistants secure your core

business and moreover, generate additional revenue?

▪ How can digital care assistants increase the efficiency

within your organization?

▪ Which internal services from digital care assistants are

relevant for your organization?

▪ Which new market segments become accessible through

the implementation of digital care assistants?

▪ How can digital care assistant offerings provide great

onsite patient experience?

Flash Insight: Digital voice assistants in the care sector | March 2018

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Copyright and Sources

This document is intended for personal use only. Distribution is

only permitted without any changes or omissions – publication, in

whole or in parts, requires prior written consent by MÜCKE,

STURM & COMPANY and correct citation of sources.

The herein published texts and graphics were used by MÜCKE,

STURM & COMPANY in the context of a presentation; they

themselves do not represent the presentation in its entirety.

All mentioned company names, logos, brands, brand symbols and

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company; they are only used for illustrative purposes.

Slide #1 (Title)

Pictures: www.googlewatchblog.de / www.pillohealth.com /

www.intuitionrobotics.com

Slide #2

Studies: 1,3 Köcher & Sommer,2017 / 2 TNS Emnid,2017 / 3 Mücke, Sturm &

Company, 2017 / 5 Statista 2016

Slide #3

Citation: 6 Adam Miner, 2017 / 7 Bill Rogers, 2018 / 8 Helmine Kalch, 2017

Pictures: Pexels, http://www.baidu.com/ / www.amazon.com / www.bing.com

/ www.apple.com / www.play.google.com

Slide #4

Pictures: 9 Amazon Alexa Skills, 2017

Slide #5

Pictures: Flickr

Slide #6

Pictures: http://www.bluefrogrobotics.com/en/home /

http://www.cataliahealth.com / https://www.cutii.io/cutii /

www.intuitionrobotics.com / www.pillohealth.com

Slide #8

Studies: 10 Mücke, Sturm & Company, 2017

Copyright Sources

Flash Insight: Digital voice assistants in the care sector | March 2018