HealthIs the Healthcare Industry Ready for AI? The Contact Center Perspective

Is the Healthcare Industry Ready for AI? The Contact Center Perspective

Contact Center Technology Embracing Generative AI

Talkdesk, a prominent contact center vendor, is making a significant investment in generative AI, revolutionizing its tools and operations with the surge in popularity of ChatGPT. According to Patty Hayward, the vice president and general manager for healthcare and life sciences at Talkdesk, genAI presents a clear and valuable application in contact centers, particularly for healthcare settings where it is essential to demonstrate its effectiveness in nonclinical environments first.

Hayward highlights the importance of maintaining human oversight in contact centers, emphasizing that AI should not replace humans entirely but rather enhance their capabilities. This collaborative approach ensures that the AI is monitored and guided by human agents to ensure accurate and efficient outcomes.

In a recent interview, Hayward delved into the benefits of generative AI and shared her insights with attendees at HIMSS24.

Utilizing Generative AI in Contact Centers

When asked about the decision to incorporate generative AI into their technology stack, Hayward explained that the widespread impact of generative AI on customer experience in various industries prompted Talkdesk to integrate genAI capabilities into their contact center platform. This integration, known as Talkdesk Healthcare Experience Cloud, features Autopilot for Healthcare, an intelligent virtual assistant that efficiently addresses patient inquiries and requirements.

Autopilot streamlines the patient journey by leveraging healthcare-specific integrations and genAI models developed through Talkdesk’s extensive experience in the healthcare sector. By connecting with electronic health records and other essential systems, Autopilot autonomously resolves complex patient needs, from appointment scheduling to billing inquiries.

Enhancing Agent Performance with GenAI

Talkdesk also utilizes generative AI to empower support agents in delivering exceptional service. For example, when a caller seeks to refill a prescription, the contact center platform instantly retrieves relevant electronic health record data and customer interaction history. AI functions as a supporting tool for agents, providing real-time recommendations and answers based on the organization’s knowledge base.

Despite the growing interest in generative AI, Hayward acknowledges the limitations of current algorithms in clinical settings due to potential inaccuracies and “hallucinations.” Therefore, she emphasizes the importance of maintaining human oversight when implementing genAI in healthcare environments to guarantee the accuracy and reliability of the outcomes.

In conclusion, Contact Centers are evolving with the integration of generative AI, enhancing customer service and operational efficiency. Hayward’s insights shed light on the potential of genAI in healthcare settings and the importance of balancing AI capabilities with human expertise for optimal outcomes.

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