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Harnessing Generative AI in Healthcare Customer Support Centers
Introduction to Generative AI in Healthcare
The leaders powering the global AI boom, such as Nvidia, define generative AI as models that use neural networks to identify patterns and structures within existing data to generate new and original content. According to a paper released by McKinsey & Company, almost a quarter of a trillion dollars are spent on hospital administration—resources that could otherwise be used to improve patient care. Generative AI in healthcare can significantly improve the efficiency of human agents within the patient-care hierarchy.
Additionally, the healthcare industry faces hiring challenges and experiences the highest churn among competing sectors. This article explores how implementing generative AI in healthcare can improve patient experiences and enhance employees' quality of life.
The Origins and Impact of Generative AI in Healthcare
The COVID-19 pandemic was a watershed moment, with billions adopting technology for healthcare purposes. A significant number of people began using the customer support center of health providers for online diagnoses. Modern patients have many questions, fuelled by free information available online and advice from well-meaning, non-expert sources. Fielding a large, endless questionnaire can overwhelm even the most committed front-line professionals. Fortunately, the incorporation of generative AI in healthcare offers a solution.
Generative AI in healthcare can provide numerous benefits, including:
- Assisting in imaging diseases
- Accurately mapping risks associated with patient care
- Facilitating drug discovery and development
- Optimizing inventory management
- Enhancing supply chain efficiency
- Improving the quality of care provided by healthcare customer support enter
Addressing Call Center Challenges with Generative AI in Healthcare
Healthcare call center employees handle a wide range of calls, from emergencies to inquiries from concerned parents. They manage high volumes of calls about serious health issues and simple queries while extending empathy to patients during difficult times. This accumulated stress contributes to the healthcare industry's high churn rate of 6.7%.
The cost of onboarding new employees at a healthcare customer service center ranges from $10,000 to $15,000 due to the industry-specific skills required. These include understanding various illnesses, basic triage methods, and the empathy needed to guide patients through potentially life-or-death situations.
Generative AI in Healthcare: An Efficient Business Solution
Businesses must adopt disruptive technologies not only to lead in their field but also to avoid being left behind during significant shifts. Healthcare institutions adopting generative AI solutions can enhance customer experiences, improve churn rates, and increase profitability.
In a fiercely competitive environment, reducing costs while ensuring customer satisfaction is crucial. Integrating generative AI solutions enables automated customer support center to sift through clusters of customer data stored within healthcare facilities, building a robust automated system. Generative AI identifies patterns in customer interactions with healthcare representatives to generate accurate responses for future interactions.
Integrating generative AI solutions into their operations enables healthcare organizations to enhance patient experiences and boost revenue by developing personalized care plans. A key concern for healthcare leaders is the scalability of generative AI solutions. Once the language model identifies connections between questions and responses, it can be scaled across the organization and geographies.
Even within the medical community, physicians are beginning to appreciate the advantages of generative AI in healthcare. Three in five physicians reportedly agree that generative AI can save time by summarizing patient health records from electronic health records (EHR). However, generative AI solutions will not be fully automated; a human element is necessary to ensure empathetic responses to patients' problems.
Enhancing Healthcare with Convin's Generative AI Solutions
Generative AI in healthcare has the potential to help overworked, underpaid administrative staff focus on transformative work. Integrating generative AI helps call center employees provide a more empathetic voice to patients who might be calling on what could be the worst day of their lives.
Convin's generative AI solution enhances healthcare providers' customer support center, enabling human agents with real-time feedback during customer conversations. Convin's real-time identification of customer queries leads to efficient problem resolution, resulting in positive patient experiences measured through an in-built tool.
Furthermore, Convin automatically summarizes calls, highlighting key points for review by agents and supervisors. By employing machine learning models, the team at Convin develops personalized financial strategies for patients, considering their financial well-being to craft the best medical solutions.
Leveraging Convin's transformative generative AI capabilities in healthcare, providers can achieve significant improvements, such as a 21% increase in sales, a 27% increase in customer satisfaction, and a 25% increase in retention rates.
Conclusion
Transform your patient-facing operations and empower your agents to truly change lives. Contact us today to learn more about how generative AI in healthcare can revolutionize your organization.
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Leaders of global healthcare organization have always needed to worry about the dual challenges of ensuring positive patient experience while reducing the churn in their industry, which is amongst the highest at 6.7%
The integration of generative AI in customer help centers helps lowers the load the employees are under while providing a positive patient experience.
Covin is at the forefront of this convergence of generative AI and healthcare. With Covin, healthcare providers can achieve a 21% increase in sales, 27% increase in customer satisfaction, and a 25% increase in retention rates.
How do we achieve this?
- Convin's generative AI provides real-time feedback to agents during customer interactions, improving problem resolution and patient experiences.
- Identifies patient problems in real-time and helps the agent guide the patient accurately.
- Summarises and highlights key points of calls for review
- Empowers patients with personalized financial strategies enhancing
To learn more about how GenAI can improve healthcare please read our blog here
Do you wish to transform your customer care center today?
Talk to our sales executive today.
