Conversational AI for Patient Experience
As an example of Amara’s law, artificial intelligence is over-hyped short term, but underestimated in the long term. AI will be truly pervasive, as general-purpose AI platforms enable the development of custom models without specialized data science expertise. Tech giants such as Google and Microsoft are shifting from mobile-first to AI-first strategies, and Gartner estimates that 50% of enterprises will spend more on bots than traditional mobile app development by 2021. However, in the short term, real-world adoption has faced many barriers, some unique to healthcare. Transitioning solutions from the bench to the bedside is a multi-year journey for early innovators.
Robot-assisted surgery and automated diagnosis attract lots of attention; however the lower-hanging fruit for AI in healthcare is in improving administrative workflow. Automating work performed by customer service agents faces less change resistance than automating work performed by highly-educated physicians.
Imagine a world in which 80% of customer interactions via a website or phone call are resolved by bots. Patients describe requests in natural language to seamlessly schedule appointments, find a physician, and handle other routine requests. Customers are happy when their requests are solved more rapidly, and the contact center operates in a cost-effective manner.
This session will dive into the foundation required to enable conversational AI for patient experience. Building blocks include technology, process, and people enablers, such as natural language processing, data availability, data proficiency, systems integration, knowledge base support, and a means of analyzing requests for service and performance in managing requests.
3 Learning Objectives:
· Understand the impact of AI-first approaches to administrative functions involved in patient experience
- Discuss foundational building blocks required to enable a conversational AI approach
Share lessons learned from early adopters of conversational AI in verticals other than healthcare
Start Date: 01/31/2019
Event Type: Archived , College LIVE
Mike Wisz, Director of Data and Analytics with Burwood Group