Contact center vendor Talkdesk is revolutionizing the healthcare industry with its integration of generative AI into its technology. This groundbreaking development comes on the heels of the explosive rise of ChatGPT, a popular AI chatbot. Patty Hayward, Vice President and General Manager for healthcare and life sciences at Talkdesk, emphasizes the enormous potential of generative AI in contact centers, particularly in the healthcare sector where non-clinical settings provide the ideal testing ground.
The incorporation of generative AI capabilities into Talkdesk’s contact center platform, known as the Talkdesk Healthcare Experience Cloud, is achieved through their Talkdesk Autopilot for Healthcare virtual agent. This intelligent assistant is specifically designed to address the most common questions and needs of patients and health plan members, guaranteeing quick and accurate resolutions. Autopilot facilitates the entire patient journey through its integration with healthcare-specific systems, workflows, and genAI models developed from Talkdesk’s extensive experience working with healthcare organizations. By autonomously resolving complex needs and inquiries, Autopilot enhances the efficiency of services such as appointment management, symptom checking, revenue cycle, and patient services.
In addition, Talkdesk leverages generative AI to optimize the performance of support agents. For instance, when a caller seeks to refill a prescription, the contact center platform instantly gathers and organizes the necessary Electronic Health Record (EHR) information about the caller, along with their interaction records and related notes across different channels. As the agent engages in conversation with the caller, AI actively supports them, providing suggestions and recommendations based on the organization’s knowledge base. This real-time guidance empowers agents to become instant experts, ensuring a personalized and efficient service.
While generative AI holds immense potential, its usage in healthcare necessitates human intervention for validation and accuracy. Hayward acknowledges that genAI outputs require verification, as algorithms are still prone to generating incorrect information or “hallucinations.” Therefore, combining genAI with human oversight is crucial, particularly in clinical settings where accuracy is paramount. Contact centers, being critical components of an organization, provide the perfect environment to merge AI with human workflows, thereby reaping the benefits of both automation and human expertise. Payers and providers are increasingly embracing the collaboration between genAI and human agents to enhance customer support, elevate patient experiences, and achieve better outcomes.
Talkdesk’s Autopilot exemplifies this collaborative approach by seamlessly integrating human agents whenever necessary. The platform simplifies the monitoring and optimization of genAI operations in contact centers, enabling non-technical staff to train and enhance the model effortlessly. Through clicks, not code, organizations can adapt genAI to meet emerging challenges and capitalize on new opportunities.
Speaking to attendees at HIMSS24 on the exhibit hall floor, Hayward emphasized that contact centers are the ideal breeding ground for AI in healthcare. Their impact on patient experience and operations, coupled with the existence of non-clinical use cases and human-in-the-loop processes, positions them as prime candidates for transformation. However, Hayward maintains that AI should not solely focus on speed and automation. In the realm of highly personalized conversations, human interaction remains vital. Generative AI can alleviate the burden of transactional, high-volume chats, enabling human staff to concentrate on the critical discussions where their expertise is indispensable. By summarizing and presenting actionable insights from vast amounts of consumer data in real time, AI empowers staff to become informed and proactive representatives of their organization, ultimately leading to better outcomes for patients and members.
As AI continues to evolve in the healthcare sector, the role of contact centers will undoubtedly shift from being cost centers to drivers of growth. It is imperative to recognize the potential of AI as a tool that not only deflects calls but also supports agents in delivering efficient and personalized care. Through the seamless integration of generative AI and human expertise, contact centers can elevate their impact on patient experiences, optimize operations, and ultimately contribute to improved outcomes for all.
FAQ:
Q: Why did Talkdesk incorporate generative AI into their technology?
A: Talkdesk recognized the significant impact generative AI has on the customer experience across industries, including healthcare. To fully leverage the benefits of AI in contact centers, Talkdesk integrated generative AI capabilities into their Talkdesk Healthcare Experience Cloud, particularly through their Talkdesk Autopilot for Healthcare virtual agent.
Q: Is generative AI reliable for healthcare settings?
A: While generative AI holds promise, validation and accuracy remain essential in healthcare settings. Talkdesk emphasizes the necessity of combining generative AI with human oversight, particularly in clinical environments. Contact centers provide a natural proving ground for AI, allowing for collaboration between AI algorithms and human agents to achieve enhanced customer support and better patient experiences.
Q: What is Talkdesk’s main message to HIMSS24 attendees?
A: Talkdesk urges attendees to recognize the pivotal role contact centers play in healthcare and their potential for AI transformation. Rather than solely pursuing speed and automation, Talkdesk advocates for using AI to optimize conversations, enhance efficiency, and leverage the expertise of human agents. By striking a balance between automation and human interaction, contact centers can become drivers of growth and improved outcomes for patients and members.
Definitions:
– Generative AI: Also known as creative AI, generative AI refers to AI systems that can generate new content, such as text, images, or music, rather than simply responding to predefined inputs. In the context of contact centers, generative AI can create personalized responses and support agents in delivering efficient and accurate customer service.
– ChatGPT: ChatGPT is a popular AI chatbot developed by OpenAI. It is known for its ability to generate human-like responses in text-based conversations.
– Autopilot: Talkdesk Autopilot is a virtual agent developed by Talkdesk that utilizes generative AI capabilities to address the common questions and needs of patients and health plan members in a contact center setting.
– EHR (Electronic Health Record): An electronic health record is a digital version of a patient’s medical history, including information such as diagnoses, treatments, medications, and test results. EHRs are used to store and access patient information in healthcare settings.
– HIMSS24: HIMSS24 refers to the annual conference organized by the Healthcare Information and Management Systems Society. It provides a platform for healthcare professionals to discuss the latest developments and advancements in health information technology.
FAQ:
Q: Why did Talkdesk incorporate generative AI into their technology?
A: Talkdesk recognized the significant impact generative AI has on the customer experience across industries, including healthcare. To fully leverage the benefits of AI in contact centers, Talkdesk integrated generative AI capabilities into their Talkdesk Healthcare Experience Cloud, particularly through their Talkdesk Autopilot for Healthcare virtual agent.
Q: Is generative AI reliable for healthcare settings?
A: While generative AI holds promise, validation and accuracy remain essential in healthcare settings. Talkdesk emphasizes the necessity of combining generative AI with human oversight, particularly in clinical environments. Contact centers provide a natural proving ground for AI, allowing for collaboration between AI algorithms and human agents to achieve enhanced customer support and better patient experiences.
Q: What is Talkdesk’s main message to HIMSS24 attendees?
A: Talkdesk urges attendees to recognize the pivotal role contact centers play in healthcare and their potential for AI transformation. Rather than solely pursuing speed and automation, Talkdesk advocates for using AI to optimize conversations, enhance efficiency, and leverage the expertise of human agents. By striking a balance between automation and human interaction, contact centers can become drivers of growth and improved outcomes for patients and members.
For more information about Talkdesk: Talkdesk
For more information about generative AI: Generative AI
For more information about HIMSS24: HIMSS24
The source of the article is from the blog radiohotmusic.it