Healthcare: connect with empathy

There's no way around it: patient and member dissatisfaction is high. AI-powered solutions can lead the way to human-centered solutions.

When it comes to designing the healthcare experience—whether for the patient or member—you should always lead with empathy. The same goes for provider or payer side (B2B).

There’s a lot of room to grow on the patient and member count, as 81% of consumers are unsatisfied with their healthcare experience. After all, they’re likely comparing it to the hyper-personalized consumer experiences they’re getting from their favorite online retailer or streaming service.

Consider different types of AI to provide a better personalization experience. Capabilities like voice biometric to greet a caller automatically, along with analyzing call interactions to improve agent performance, can highly impact customer experience.

Along the healthcare journey, there are many tasks, emotions and questions to handle—many of them urgent.

Consider chat bots, automated messaging, and human operators to streamline and customize the call center experience for your patients. Think about moving the customer through channels to maximize the user experience for that particular task, like moving an interaction from chat to a call, maintaining the same agent or adding a second channel, like mobile text, to introduce another type of authentication.

Most importantly, make security a top priority. Engagement tools—driven by consumer behavior and identity data—must be protected with the highest-level security standards, including HIPAA, HITECH, and SOC.

91% of hospital CIOs now believe that cloud computing is the most agile and effective way to manage that data. When coupled with a holistic strategy to drive a positive patient experience, cloud can empower the journey in powerful ways.