Balancing AI and the human touch with two new approaches
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Balancing AI and the human touch with two new approaches

July 19, 2019
Artificial Intelligence

A patient experience approach
In the unfortunate scenario of a fatal diagnosis, AI could be used throughout the patient’s diagnosis process — assisting physicians, saving time and improving critical outcomes. But when it comes to delivering the news that this patient is in a critical condition, interactions should be sensitive and come from a face-to-face conversation.

When using AI as part of the patient experience, it’s all about moving from a cost center to a profit center. This means making access to healthcare more convenient. The industry should approach healthcare services the same way companies such as Amazon, Uber, AirBnB and Netflix are meeting consumer demand for more convenient retail and subscriber services experiences. Communications and customer experience technology can provide both proactive and reactive omnichannel experiences anytime, anywhere and across any device. Healthcare organizations should also use technology to automate tasks that take clinicians away from the more personal patient interactions that will always require a human touch. These organizations can better use their clinicians to perform higher value work where AI cannot, like interacting with patients.

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Communications and customer experience tools can also be used to provide personalized self-service and live agent experiences. This serves to meet some of the most frequent complaints about patient experience, including:
• Poor experiences with office staff
• The feeling that a patient is just a number rather than a person
• Difficulty scheduling appointments.

By leveraging open API integrations with healthcare tools like Epic, both self-service and live-agent assisted conversations can be more efficient, effective and personalized. Integrating self-service customer experience tools into patient scheduling applications puts the power in the patient’s hands to manage their own appointment adds, moves and changes.

Moving forward with AI
The great news is that AI has been democratized and made much more readily available to organizations due to the rapid pace of innovation. However, to best realize the benefits, healthcare organizations must not move toward a pure reliance on this technology. They should explore and implement new approaches to find the right balance between using technology in a smart way while preserving the clinician-patient relationship. A critical component of this is leveraging AI to assist humans in their day-to-day, rather than replace humans altogether. AI is a natural extension of self-service that can be used to provide even more effective experiences leveraging natural language processing and machine learning abilities.

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