Navigating healthcare can be a scary proposition. But by weaving together artificial intelligence (AI) and human interaction, healthcare organisations can achieve customer-centricity.
When humans work collaboratively with AI and are included in the machine learning (ML) loop, organisations can effectively hear the voice of the customer (VOC), elevate patient care, foster employee positivity and deliver a higher-quality customer experience.
Pairing AI with humans creates a win-win-win situation for employees, customers and the business.
AI needn’t be feared
AI conjures different images which can generate hope, fear, confusion or a mixture of all three — all valid emotions and part of the human experience.
When we leverage AI for its strengths — like its ability to process vast sums of unstructured information — applying it to challenges healthcare companies face today and using it to gain a deeper understanding of the patient experience, AI becomes a force for good.
It’s a tool that healthcare can use to understand the true patient journey and surface areas of friction and praise. In short, AI helps humans understand humans.
AI’s interactions with humans and technology
The goal of integrating AI into the patient listening activities shouldn’t be to replace humans with machines but instead to harness AI insights for elevating human decision-making. To use AI strategically, humans remain essential for training, alignment, analysis and delivering an exceptional customer experience.
To use AI strategically, humans remain essential for training, alignment, analysis and delivering an exceptional customer experience.
Leveraging AI for understanding the true patient journey requires algorithms and training data. The algorithms are generalised and publicly available. Training data differentiates the output of the AI models and is where companies must consider implicit bias and AI use cases. Data scientists can unintentionally introduce algorithmic biases by using more generalised training data that doesn’t represent an entire, specific industry or population.
By scrutinising training data for the healthcare industry, we can unlock the potential of unbiased and domain-specific applications. Training AI to work with humanlike thinking helps reduce adverse outcomes resulting from bias. Embracing impartiality in AI benefits patients (and customers).
Understanding humans – why healthcare needs industry specific AI
Healthcare conversations are unique and deeply personal. Regulations require the protection of patient identity and privacy.The language includes specialised medical, financial and pharmaceutical terminology.