Artificial intelligence transforming healthcare customer experience: Experts

Artificial intelligence (AI) is revolutionizing healthcare customer experience by enhancing service in stressful, personal situations. Healthcare providers must adapt to changing patient needs, comply with privacy regulations, and embrace virtual care demands.

Despite digital options, 82% of patients prefer human interaction for medical advice, highlighting the need for a balanced human-automation strategy. Combining AI and human interactions offers personalized, empathetic care, supporting growth and data protection. Providers should choose CX solutions with built-in privacy features and use AI to enhance data protection.

Mobile-first communication streamlines patient interactions, from digital scheduling to telehealth visits. AI improves internal systems by automating metrics tracking and prioritizing queries, enhancing resolution rates across all channels.

Healthcare providers must offer 24/7 support and flexible contact options. AI technologies integrate patient data from various sources, allowing healthcare teams to focus on quality care. AI-powered tools ensure effective collaboration among care teams and payer networks, enhancing patient service accessibility across all channels.