How AI Tools Like Conversational Intelligence Improve Healthcare Customer Journeys

By neub9
2 Min Read

Recent reports indicate that about 20% of customer interactions in the healthcare industry are disrupted, with nearly half of these disruptions leading to delays or preventing patient care. However, organizations using conversational intelligence to listen to and analyze the voice of the customer (VOC) are experiencing positive results, with a 25% increase in first-call resolution rates and a 10% decrease in customer churn.

Conversational intelligence and AI focused on listening have the potential to improve customer interactions and provide timely responses to common questions by identifying systemic issues and delivering frustration-free experiences.

Conversational Intelligence Holds the Key to Understanding Customer Frustrations

Structured data, with a high degree of organization and a predefined data model, is contrasted with unstructured data, which lacks definitive organization and is generally stored in non-relational databases or file systems. This unstructured data, which includes conversations, is critical for providing real-time insights and valuable customer feedback but is often underutilized due to processing difficulties and evolving tools for insight.

Healthcare organizations generate large volumes of both structured and unstructured data, making it impossible for human teams to review, analyze, and extract meaningful insights. AI has the potential to help address these challenges and improve patient experiences.

AI is a powerful tool that provides insight into customer satisfaction, helping agents understand customer needs and respond with empathy and personalized solutions. It surfaces recurring themes and helps connect enterprise leaders with meaningful, data-backed storytelling to drive enterprise impact.

Best Practices for Implementing AI Successfully

To implement AI effectively, organizations should review existing tools, collect diverse, high-quality training data, continuously improve through iterative training, and plan for security and privacy. It’s important to ensure that teams understand the value of AI in parsing conversational data to pull insights for decision-making.

Ultimately, AI has the potential to transform healthcare by leveraging the power of conversation, data storytelling, and listening at scale.

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