Contact center agent conversations with patients can be long, unfocused, and include detailed medical terminology. Generative AI is ideal for summarizing patient support calls. Further, should a patient seek to book an appointment with a specialist or primary care provider, generative AI can supply agents with clinician and facility availability, patient transportation challenges, and other variables.

Conclusion
While generative AI has not yet progressed to the point where it can reliably and safely be deployed in clinical settings, it can be used by providers today to improve the patient experience and allow patient service agents to be more helpful. This will improve job satisfaction, resulting in lower turnover and less agent burnout.
About the author: Patty Hayward is the general manager of healthcare and life sciences at Talkdesk.

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