Partner Perspective: Infusion of AI a Game Changer for Contact Center Functionality

Patricia Becker Sr. Strategy Advisor – Healthcare, Quisitive

Patient expectations continue to evolve, and the healthcare industry must keep pace with technological advancements to provide an omnichannel patient experience. Contact centers, once perceived merely as call centers, have transformed into sophisticated digital hubs that have the potential to enhance patient engagement, streamline operations, and improve overall healthcare delivery. At the heart of this transformation is the integration of AI, which promises to revolutionize the way contact centers operate.

The Current State of Contact Centers
Contact centers in healthcare are undergoing significant changes. Traditionally, these centers focused on managing inbound and outbound calls, often struggling with long wait times and limited patient interaction capabilities. However, with the advent of digital technology, contact centers have expanded their reach across multiple communication channels, including email, chat, social media, and SMS.

A recent study by Frost & Sullivan highlights that 72% of healthcare providers recognize the need for a unified contact center strategy to deliver a seamless patient experience. This shift towards an omnichannel approach ensures that patientsc can securely interact with healthcare providers through their preferred communication medium, enhancing satisfaction and engagement.

The AI Revolution
AI is at the forefront of transforming contact centers, offering numerous benefits such as improved efficiency, personalized patient interactions, and predictive analytics. According to a report by The National Library of Medicine, AI in healthcare could save the industry up to $150 billion annually by 2026 through efficiency gains and enhanced patient care.

The Impact on Patient Experience
The integration of AI in contact centers significantly improves the patient experience. Patients benefit from reduced wait times, personalized interactions, and seamless communication across various channels. For instance, an AI-driven chatbot can instantly respond to common queries, schedule appointments, and provide follow-up care instructions, all while maintaining a consistent and personalized tone. And, when needed, seamlessly transfer to a live agent with all the previous information at the agent’s disposal.

Moreover, AI’s predictive capabilities enable healthcare providers to anticipate patient needs. By analyzing data from previous interactions, AI can identify patterns and suggest proactive measures, such as sending reminders for medication or follow-up appointments. This level of personalized care fosters a deeper connection between patients and healthcare providers, ultimately leading to better health outcomes.

The Road Ahead
As AI continues to evolve, its potential to transform contact centers in healthcare is boundless. Future advancements may include even more sophisticated virtual agents capable of handling complex medical inquiries, AI-assisted diagnostics, and enhanced data security measures to protect patient information.

Healthcare providers must embrace these technological advancements to stay competitive and meet the growing demands of their patients.

About Quisitive & Microsoft
Microsoft is leading the charge in this AI-driven evolution with integrated solutions across Teams, Dynamics 365, Nuance, and Copilot. These tools are designed to empower healthcare providers with enhanced communication, data-driven insights, and seamless patient engagement. From real-time sentiment analysis in Teams to predictive analytics in Dynamics 365 and advanced conversational AI via Nuance, Microsoft’s ecosystem offers a comprehensive approach to modernizing healthcare contact centers. Let Quisitive show you how to leverage these technologies and transform your patient engagement strategies.

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