By Abhishek Sharma

It’s just the beginning for generative AI (GenAI) in healthcare. From the digital front door to the back office – both payers and providers are ready for the disruption that will exponentially increase outcomes, decrease cost, and enhance experience with moments of excellence and truth.

Currently, there is gradual implementation of GenAI with a linear increase in adoption, predominantly among larger entities, according to a KLAS survey of 66 of healthcare executives. While a quarter of respondents said they have already incorporated GenAI solutions, 58% stated their intent to adopt or procure GenAI-powered applications within the next year.

Today’s healthcare services experts are best equipped to optimize results – across both technology and talent alike. GenAI in the front office brings better, more accurate call scripting, contextual language translations, better/faster resolution – with augmentation of existing capabilities building on a culture of innovation hub and agility. And the advanced capabilities of GenAI are nothing without the brains behind them – the very human intelligence that can create, train, manage, and improvise based on the information we process back to them through the millions of transactions that next-gen tech can handle. Leveraging GenAI in its most intelligent form relies on essential guideposts for optimal deployment and implementation.

Three essential guideposts enable today’s healthcare organizations to launch GenAI include:

1. Ideate: Engage in use-case ideation and design thinking to identify impactful and innovative business cases for building minimum viable products (MVPs) with the aim of delivering tangible business outcomes.

At this stage, healthcare payers and providers may clearly identify a problem but struggle to zero in on a solution. With assessments by healthcare service experts, the team can most accurately articulate goals and desired outcomes. Once these objectives are quantified, with respect to revenue, cost arbitrage, and customer experience, impactful use cases can be prioritized. This is the scoping and solution lever identification of the GenAI implementation. It is crucial that feasibility, alignment, and potential impact are outlined here. Organizations can make significant investments in GenAI, but without thorough business analysis, the team might fall short on impact and return on investment and value.

The smart approach intelligently knits together automation steps with human augmented process steps for informed decision making. It is important to employ responsible AI design, to leverage the best strategy and move human assistance to higher tiers, for a higher impact on business. Experts with innovation hub experience bring the widest set of best practices to establish policies and governance to mitigate bias. This will guide ethical and responsible use of AI within the overall process.

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