There is nothing more personal than one’s health and well-being. Patients often face extreme challenges when receiving care. They rightfully expect personalization, but despite countless data, studies, and scientific discoveries that have dramatically improved the quality of care, patients often leave a healthcare facility feeling like a number.
according to McKinsey, patients expect the same digital experiences they are already accustomed to in retail, insurance and banking. These industries have long since embraced innovations and processes that allow them to use technology to enhance the experience and put customers first. Patients who have become accustomed to this benefit are now demanding similar involvement from their healthcare providers and payers.
Patients want to be at the center of their care. They want their suppliers and payers to reach them using an omnichannel approach. They demand transparency in decision-making and the ability to independently manage administrative actions and finances. Regardless of industry, they want frictionless interactions in their preferred method of communication. Patients need fast and efficient service without duplicating or forwarding information.
Labour shortages and Covid-19 surges continue to put pressure on suppliers and payers. They struggle to meet these needs with the staff and tools available. But voice AI technology has the potential to help. It can drive the next wave of healthcare innovation by making each patient advocate or service representative smarter and more flexible to meet the growing expectations of healthcare consumers, with the added benefit of always-on and unbiased AI technology benefit.
Transform customer expectations
When the first wave of Covid-19 taxed nursing facilities, patients became more tolerant.According to the latest Pega Healthcare got engaged polls, which surveyed more than 2,000 U.S. consumers and 200 healthcare industry leaders, 63% of patients said they would change doctors due to poor communication and engagement (down 23% from the previous year). This year, however, personalized healthcare has become a top priority.
Health professionals know that better patient engagement leads to better health outcomes. Through attention, patients become active members of their care team. When it comes to managing their own health, they communicate regularly throughout the process. They will eventually become more informed and more involved in their treatment choices and care decisions.
Participation can be a challenge as each patient’s health literacy and willingness to participate in the care process varies. However, AI-driven service and care solutions can remove barriers and biases, personalize interactions, improve health access and equity, and automate knowledge and insight. Benefits such as these can free up service agents to serve and focus on the patient experience rather than the process.
Conversational AI solutions act as co-pilots for agents. The technology takes in keywords and phrases, interprets them, and then recommends resolution steps, in addition to eliminating tedious manual processes such as error-prone data entry or data searches. They also analyzed the intent to guide caregivers (and surrogates) to provide the most effective and empathetic services.
By capturing data and guiding conversations with voice AI, agents can relieve themselves of distracting back-end tasks and better focus on listening and delivering great service. In addition, care providers have the tools and resources to better answer questions in real time, quickly and accurately.
Putting ‘Nursing’ Back in Healthcare
In the past, AI was often seen as ruthless, but its capabilities have become more intuitive and empathetic over time. With continuous advancements and powerful algorithms, AI can explain unique situations and patient preferences that play a key role in care delivery and services.
AI has the power to minimize care disparities, improve early prevention, and give patients the best chance of getting the right treatment quickly, while avoiding complications. The technology can anticipate and coordinate with patients to proactively schedule recurring appointments through their preferred communication channels. It can also adapt over time. For example, if a patient responds to a text message instead of an email, the AI will learn those preferences and update them automatically. It also continuously configures messaging and incorporates empathy language for appropriate situations. Imagine a patient in a forest fire area; before continuing the call, the customer experience can be personalized by prompting the agent to ask how the person is and if they are safe.
The combination of human-machine connectivity and technology through voice AI can revolutionize the way patients interact with healthcare providers and payers. As a result, healthcare organizations that prioritize high-quality personalized service and care across the value chain will improve business and health outcomes, and will better retain and grow patient numbers, even as the pandemic continues and beyond . We need personalization, and a fundamental way forward is voice AI technology.
Photo: berya113, Getty Images
