In the healthcare sector, improving patient experience is crucial. As consumers turn to nontraditional care options like retail pharmacies and telehealth, traditional healthcare providers are under pressure to enhance service quality. With challenges like workforce shortages and regulatory demands, these organizations are increasingly relying on artificial intelligence (AI) to refine patient interactions and resource management. 

Whitepaper

How AI Helps Healthcare Organizations Differentiate on Patient Experience

Read this whitepaper to learn the importance of harnessing data to maximize resources and improve patient experience.

Let’s break down how AI can help healthcare teams solve some of the biggest patient and frontline employee experience challenges, using industry-specific trends from CallMiner’s annual CX Landscape Report.  

Scaling compliance and risk management 

One of the top five ways healthcare organizations leverage CX data is to better meet compliance obligations and reduce risk. Traditional quality assurance (QA) methods, such as random call sampling, only cover only a fraction of customer interactions, whereas AI-powered tools like conversation intelligence can monitor 100% of conversations, ensuring comprehensive compliance and QA, ultimately reducing risk. 

This capability is particularly valuable in healthcare, where adherence to regulatory standards is not just a legal requirement, but also crucial for patient safety and privacy. By automating the QA monitoring process, AI reduces the likelihood of human error and provides a consistent and objective review of all interactions. When regulations change, these systems can quickly adapt, without the need for extensive manual oversight. This proactive approach safeguards against potential non-compliance and associated risks. 

Addressing complex patient needs 

With the shift towards consumer-driven healthcare, understanding and responding to patient needs is more complex. AI tools like conversation intelligence can help frontline agents provide timely support and direct patients appropriately, enhancing patient outcomes.  

For example, customer vulnerability has been on the rise since the pandemic, and shows no signs of slowing down with economic volatility across the globe. Conversation intelligence systems can help agents detect signs of vulnerability in real time, providing guidance into how to manage challenging customer situations with empathy and care. 

Improving frontline employee performance 

All healthcare organizations surveyed in the CX Landscape Report recognize a strong link between the experience of frontline employees and overall patient satisfaction. Yet, less than half understand how agent performance impacts their patient experience. Part of this is because most of these teams are challenged with a lack of visibility into customer interactions 

AI systems like conversation intelligence can analyze 100% of customer interactions to enable supervisors and managers to provide data-driven feedback and coaching. Doing so can improve agent engagement and retention by providing clear, actionable insights on how to improve their performance, driving better patient outcomes. 

Optimizing data use 

Despite the influx of data from digital transformation efforts, many healthcare organizations struggle to utilize this data effectively. In fact, 75% of surveyed healthcare contact center and CX leaders said they don’t use CX data to their best advantage. 

AI helps by sifting through the noise to find actionable insights, improving various aspects of healthcare management in the contact center and beyond — including marketing, revenue cycle management, and patient experience improvements. 

Implementing human-in-the-loop AI   

While AI adoption is growing — with 69% of healthcare organizations saying AI is at least partially implemented — concerns about accuracy and bias persist. Implementing human-in-the-loop systems can mitigate these risks by ensuring that AI decisions are continually overseen and refined by human intelligence. 

Choosing a technology provider that prioritizes responsible AI development is critical, as they will take proactive steps toward continuously monitoring the outputs of AI, and optimizing systems to address potential problems.  

Improving patient experience with AI  

AI is transforming how healthcare organizations manage patient experiences and internal processes. By leveraging AI effectively, these organizations can enhance service quality, compliance, and employee satisfaction, ultimately leading to better patient experience outcomes. Plus, effective AI implementation allows healthcare teams to leverage insights not just in the contact center but across many other departments, fostering a truly patient-centric approach.