
As a highly customer-intensive industry, healthcare is often seen as an excellent candidate for the kind of high-level automation that artificial intelligence (AI) can provide. Common processes such as appointment settings and reminders, billing inquiries, and referral information can be easily automated, which helps offload routine processes from overworked healthcare administrative workers.
And, at the same time, it can boost the kind of personalized customer support patients are demanding.
Customer experience solutions provider Five9 recently released new insights and best practices designed to help healthcare organizations leverage AI to exceed patient and member expectations, build improved loyalty and measurably improve results (all while maintaining HIPAA compliance). The report, which is titled “AI in Healthcare: How AI Drives Value For Five9 Healthcare Customers” analyzes the strategies of 120 unique Five9 customers leveraging its Intelligent Virtual Agent (IVA) solution in healthcare.
The study uncovered the top reasons that healthcare organizations are deploying virtual agents today: The most common use is to improve communication, which includes call steering (24%), queue callback (25%), SMS follow-up (4%), and chatting with customers from the website (2%). Based on this data, the study shares strategies to help healthcare leaders set performance goals (such as higher patient experience scores, shorter queue times, abandonment rates), design and build the IVA system, and better understand how to measure the success of AI in the IVA solution.
“Today, leveraging AI in CX is not just an opportunity but a necessity,” said Jonathan Rosenberg, Chief Technology Officer and Head of AI, Five9. “People expect fast and personalized, on-demand care, and intelligent virtual agents empower healthcare leaders to deliver cohesive experiences that meet expectations. By leveraging AI like IVAs, healthcare organizations can free up valuable time for their workforce and ensure more specialized care. The future of healthcare CX is all about enhancing patient outcomes through AI innovation.”
Edited by
Alex Passett