< + > AI Poses Solutions to Healthcare CX Pain Points

The following is a guest article by Raffaella Bianchi, Ph.D., Global Executive Officer at Covisian USA

While the healthcare industry has seen significant transformations in how patient scheduling and communications are conducted, there is more to be done to create a frictionless experience across the channels through which patients interact with providers. As technology continues to advance, primarily driven by artificial intelligence (AI), healthcare organizations are tasked with balancing the need for greater efficiency, while providing high-quality patient interactions that are seamless across all touchpoints to improve the overall experience.

Technological Advancements Pose New Challenges 

In recent decades, healthcare systems in the U.S. have adopted a broad range of technology-driven solutions to enhance functions such as appointment scheduling, record management, and patient communications. Innovations have enabled telehealth options and self-service scheduling, which allow for greater flexibility while increasing staff efficiency and productivity. These options are also more cost-effective but present new challenges and barriers in building strong patient relationships. 

Yet, patients often find customer service experiences to be frustrating. A Harris Poll shows many patients feel healthcare systems don’t meet their needs due to the amount of time required to coordinate and receive care. Self-service chatbots are more common now, and some research shows that 40% of consumers are open to using them. However, another study found that a roughly equal percent of people feel “unfavorable” toward bots for varying reasons, such as a general mistrust of AI or bots, feeling they won’t be able to reliably address their needs, and negative past experiences where bots failed to meet their needs. 

Additionally, some providers may misuse automation, essentially trapping patients in systems that make it hard to reach a human. To improve the experience, a new approach is needed that leverages modern technologies, while still making human interactions accessible. AI can address this, but only when used responsibly. When paired with human oversight, AI can help strike a balance between technological efficiency and human connection.

AI for Patients  

When AI is used with human oversight, patients can begin their transaction with a human to establish trust, move to share information with a bot for automation of administrative tasks, and go back to engaging in a complex conversation with a human agent as needed. 

For example, when a patient calls their healthcare provider, they can receive immediate assistance from a human who can evaluate their needs and put them at ease. The human agent can decide if and how AI could be used to streamline the interaction, such as gathering data, moving an appointment, paying an invoice, or handling other simple tasks. If the patients’ needs become more complex, or they want to speak with the agent again, they can be shifted back at any time. This human-first approach makes the patient feel respected, establishes responsibility, and leaves them more satisfied. 

When used responsibly, this integrated approach offers broad-reaching patient management capabilities that allow healthcare organizations to streamline administrative tasks without losing the human connection. Patients can engage through their preferred channels and agents can access the right data they need to build rapport, supporting both operational efficiencies and improved patient satisfaction.

AI for Providers  

AI can foster a frictionless patient experience but importantly, it can also equip providers to be more efficient and effective in caring for patients. For example, AI can conduct real-time analysis of patient satisfaction by analyzing tone and body language. AI can then make suggestions for how to modify patient interaction to increase patient satisfaction. In this way, providers can be trained by AI to be more “human” and coached on how to better meet the emotional and social needs of patients. 

New AI capabilities can also provide healthcare organizations with greater flexibility to adjust workflows, integrate existing technology systems, and scale operations to meet changing needs. Advanced workforce management and scheduling can help organizations optimize shift planning, staffing levels, and resource allocation so they can efficiently manage schedules, assign tasks, and monitor performance in real time. This ensures optimal coverage and productivity. 

AI can also integrate across technology platforms so patients can engage with their providers through their preferred channels, ensuring a consistent and personalized experience across all touchpoints. AI-enhanced lifecycle management capabilities help organizations track patient interactions, preferences, and medical history. From appointment reminders to post-visit surveys, AI can help ensure proactive and personalized communication while the digitalization and streamlining of administrative tasks, such as patient registration, appointment scheduling, and electronic medical records management, enables providers to enhance efficiency, accuracy, and compliance while improving the overall patient experience. 

The Future Requires Balance

Instead of taking a one-size-fits-all approach to AI usage, healthcare organizations should begin by defining exactly how and where AI and humans can add value based on how patients interact with the healthcare system and the current platforms in place.  

By using each function in a positive way and not forcing patients into a technology-first experience, providers can find the perfect balance of AI and human interactions, and can better optimize every patient touchpoint, increase efficiencies and productivity, and decrease costs. While the market for interoperable clinical data is expected to almost double in the U.S. to  $6.2 billion by 2026, the U.S. has the ability to save $360 billion annually from integrating AI in the healthcare system over the next five years. 

The integration of AI into healthcare customer support solutions is not just a trend but rather a necessity for healthcare organizations looking to stay competitive and meet the evolving demands of patients. 

About Raffaella Bianchi, Ph.D.

Raffaella Bianchi, Ph.D. is the Global Executive Officer for Covisian USA, a leader in applying advanced Generative AI to revolutionize customer experience and care. With over 25 years of leadership in multinational corporations, she drives long-term growth and financial stability by collaborating with Boards and C-Suite executives. Renowned for leading complex transformations, Raffaella is passionate about mentoring top talent and building high-performing teams. Multilingual in English, Spanish, and Italian, she has authored over 40 articles and received multiple grants from the Italian National Research Council. She also holds leadership roles in various women’s initiatives.