AI facilitates the call center in the healthcare industry

According to a 2019 survey finding from 8x8, a unified communications vendor, in the healthcare industry, around thirteen percent of calls

Apac CIOOutlook | Monday, December 13, 2021

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Many healthcare providers with the aim to improve performance, strengthen efficiencies, reduce costs and improve the patient experience are turning to automation technologies like voice recognition and context artificial intelligence-based speech recognition

FREMONT, CA: According to a 2019 survey finding from 8x8, a unified communications vendor, in the healthcare industry, around thirteen percent of calls are disconnected before the caller is routed to an agent, and 67 percent of callers hang up the phone after not being able to speak to a representative, this frustrates callers and the call centers need more help than ever. AI has the potential to help the healthcare industry and its solution can make a great impact.

Joe Hagan, chief product officer at LumenVox, a speech recognition vendor said that the most common issues in healthcare call centers revolve around inefficient and expensive operations.

Contact centers are not meeting the demands of the increased call volumes due to their disparate systems and incompatible software, and this is the result of the rapid shift to remote working in early 2020. During high call volumes when healthcare call centers often reset patient and employee passwords, which slows down the process. Nick Kagal, vice president of marketing and business development at SpinSci, which specializes in customer engagement solutions, said that in many industries call centers have become a foundational element in customer service, and play a major role in healthcare. In order to support patient needs such as care questions, outbound communications, scheduling, prescription refills, and management of critical information, call management plays a critical role. Many healthcare providers with the aim to improve performance, strengthen efficiencies, reduce costs and improve the patient experience are turning to automation technologies like voice recognition and context artificial intelligence-based speech recognition. Kagal said that even though AI would not be able to replace every human agent activity but it works sufficiently to reach a satisfactory resolution.