May 23, 2024

Holistic Pulse

Healthcare is more important

4 ways GenAI in healthcare improves patient experiences –

4 min read

The healthcare industry has proven to be the perfect playground for the introduction of GenAI, or generative artificial intelligence, and has the potential to significantly improve patient CX journeys via contact centers and hospitals. Let’s dive into the ways GenAI has enhanced the patient experience.

A person in a red blazer and white top interacts with a chatbot and GenAI

1. Boosting efficiency in the contact center

One of the key areas where GenAI has made a profound impact is in the contact center. Traditionally, patients had to navigate through a complex web of phone calls, long wait times and multiple transfers to get the information needed. This often led to frustration and delays in receiving the necessary care. With the integration of GenAI in the contact center, patients can access a more efficient and personalized experience.

GenAI doesn’t just make things as automated as possible — it can create new efficiencies. It uses natural language processing and machine learning algorithms to understand and respond to patient inquiries, meaning patients can interact with a virtual assistant powered by GenAI. This assistant is capable of understanding their questions and providing accurate and timely information. We’re talking complex conversations that can field most issues, until the issue needs to be handed off to a human agent. Whether it’s scheduling appointments, checking test results or obtaining general health information, GenAI can handle a wide range of patient queries.

The introduction of GenAI in healthcare contact centers has increased efficiency and improved overall patient experience. Patients no longer need to wait on hold for extended periods or deal with the frustration of being transferred from one department to another. Instead, they can quickly get the information they need, reducing stress and enhancing satisfaction. Less stress = better experience = better patient outcomes.  

2. Enhancing patient data personalization

Traditional healthcare systems often struggle to keep track of each patient’s unique needs and preferences. It’s a tale as old as time…too much data. But one invaluable skill that GenAI can perform is its ability to analyze vast amounts of data and generate tailored recommendations and reminders. For example, it can remind patients to take their medication at the appropriate times or suggest lifestyle changes based on their specific health conditions.

This is a key to unlocking better business outcomes, since according to Dataiku, using analytics and AI on a multitude of data can reduce costs by over 80%.

This level of personalization not only improves patient adherence to treatment plans but also empowers patients to take an active role in their own healthcare. By receiving targeted recommendations and reminders, patients are more likely to follow through with their prescribed treatments, leading to better health outcomes. Additionally, GenAI can help healthcare providers identify high-risk patients who may require additional support, allowing for early intervention and preventive measures.

3. Expanding telehealth processes

GenAI has the potential to revolutionize telehealth services, making healthcare more accessible and convenient. As technology continues to evolve, the role of GenAI in healthcare CX will only grow, leading to further improvements in patient journeys. GenAI can enhance telehealth experiences in the future by:

  • Providing AI-driven virtual assistance
  • Diagnosing common ailments
  • Offering self-care guidance
  • Giving medical advice and treatment recommendations from home

This has the potential to eliminate a patient’s need for unnecessary clinic visits and reduce the risk of exposure to infectious diseases.

4. Reducing admin burden and improving workflows in hospitals

Many hospital systems have announced their integration of GenAI technology to improve workflows. HCA Healthcare, Inc., for example, collaborated with Google Cloud to use this tech in their hospitals to handle time-consuming tasks like clinical documentation, so physicians and nurses can shift more of their focus on patient care.

For example, physicians can use the GenAI as a hands-free device to create accurate and timely medical notes from clinical-patient conversations. GenAI is becoming much more accepted by physicians widely, as a Wolters Kluwer Health survey finds that 40% of U.S. physicians are ready to use it in 2024 when interacting with patients at the point-of-care.

It’s safe to say that when we think about the future where AI becomes an invaluable key in day-to-day processes, contact centers and hospital workflows will evolve. Especially since North American businesses plan to invest 67% more in generative AI in 2024 to drive efficiency, experience and growth. By integrating this advanced technology into contact centers, healthcare providers can deliver more efficient and personalized experiences to their patients. From providing accurate information to offering personalized recommendations and reminders, GenAI enhances patient engagement and empowers individuals to take control of their health.

To learn more about the current healthcare landscape and how to improve patient experiences in healthcare contact centers, read our best practice guide “Healthcare reimagined: How to build a CX for the future.”

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