Improving patient experience will remain a key focus for global healthcare organizations in 2025. However, the methods used to collect and analyze customer experience (CX) data are evolving rapidly. With healthcare organizations becoming more outcomes- and data-driven, the integration of AI and automation has increased.

Whitepaper

AI: Healthcare’s Winning Patient Experience Formula for 2025

How Healthcare is adopting AI to meet today’s challenges in CX

The 2024 CallMiner CX Landscape Report sheds light on how both public and private healthcare organizations are ensuring regulatory compliance, tracking patient satisfaction, and improving their frontline employee experience. However, 94% of healthcare organizations admit they face challenges in effectively leveraging the data they collect.

Let’s explore some of the key trends and challenges shaping healthcare’s use of AI, as well as the impact on patient and employee experiences.

Coping with regulatory uncertainty

Regulatory changes continue to be a significant hurdle for healthcare organizations in the U.S. and U.K. In response, many organizations are turning to AI to manage risk and ensure compliance. The CX Landscape Report highlights that 35% of healthcare organizations prioritize the automation of compliance and quality assurance (QA) as a key reason for adopting AI. However, only 34% have automated compliance checks, and a mere 31% have implemented automated QA processes.

Traditional methods of compliance monitoring, such as random call listening, are limited in scope, with only 1-3% of calls being reviewed. This leaves most patient interactions unexamined. AI-powered conversation intelligence can bridge this gap by enabling organizations to monitor 100% of omnichannel interactions. Real-time guidance systems can provide agents with instant feedback, reducing the likelihood of missed compliance language or errors.

Reversing the patient satisfaction decline

The CX Landscape Report reveals that patient vulnerability is the second-biggest challenge for healthcare organizations, with 38% citing it as a key issue. Rising healthcare costs, especially in the U.S., have exacerbated patient vulnerability. Global inflation and unemployment have further strained patient finances. The third-most pressing challenge, cited by 35% of healthcare organizations, is rapidly shifting patient behavior and expectations. With the rise of consumerized healthcare options, patients demand greater transparency, flexibility, and faster service.

AI can help healthcare providers anticipate patient needs and streamline service delivery. AI-powered conversation intelligence tools can identify when a patient needs to be escalated to a clinician or directed to other services. At a broader level, AI can analyze patient experience data to predict trends and uncover hidden issues.

Unlocking frontline employee potential

The top challenge for healthcare organizations in 2024 was finding and retaining customer service talent. Nonetheless, 87% of healthcare leaders believe AI is essential to unlocking employees' full potential. Optimistically, the sector has seen a significant increase in investments in employee training and development.

AI-powered training and coaching solutions play a key role in improving employee performance. Forty percent of healthcare organizations have already adopted AI-driven training tools, and 38% believe AI can help employees take on more complex, strategic tasks. AI-generated scorecards provide managers with clear data on where frontline agents need improvement, facilitating targeted coaching.

They also highlight top-performing agents, offering role models for best practices. Recognition of top performers can drive employee engagement and foster a more positive work environment.

Managing AI risks and talent shortages

Healthcare organizations have become less risk-averse toward AI as the technology has matured. Concerns around bias, misinformation, as well as security and compliance have all declined year-over-year. While confidence is growing, organizations must still prioritize responsible AI use.

AI systems should incorporate "human-in-the-loop" processes, where human oversight ensures that AI algorithms are continuously retrained and refined. This approach reduces the risk of error and bias. Healthcare providers should also select AI systems that follow responsible AI best practices, including efforts to minimize bias and prevent the spread of misinformation.

The cost of AI implementation has also emerged as an unexpected challenge. Many healthcare organizations reported higher-than-expected costs related to maintaining AI technology and training employees to use it. To mitigate these challenges, organizations should seek proven, user-friendly AI platforms that integrate smoothly into existing workflows, reducing the need for extensive employee training.

Using AI to transform patient experience

AI’s potential to revolutionize patient experience in healthcare is immense. Using conversation intelligence and AI-powered data analysis, healthcare providers can access and analyze 100% of customer interactions. This insight allows organizations to detect patient pain points, improve care pathways, and provide better patient service. In a crowded field of consumer-driven healthcare offerings, understanding and delivering on patient needs is a competitive advantage.

The adoption of AI in healthcare is more than just a technological shift, it can transform how organizations understand their patients. Healthcare providers can leverage AI to drive positive outcomes for both patients and employees, achieving a balanced and successful healthcare ecosystem for all.