We examine this health care opportunity and the factors in the industry that are prompting the need for it.
Among health care C-suite executives, 69% report that improving the health care consumer experience is their organization’s first or second top strategic priority in 2019, according to just-published research from Sage Growth Partners.
This means that common improvement initiatives, including staffing changes, technology and patient navigation have shot to the top of “must-have” lists.
A fragmented delivery system, rising cost pressures and increased consumer expectations are rapidly changing the health care industry.
Health care organizations — whether payer, provider, pharma or device manufacturers — need to engage with patients beyond brick and mortar walls in cost-effective ways that are seamless, multimodal and natural to the patient populations that they serve.
“Clearly, the use of conversational AI, voice applications and chatbots in retail, hospitality and other industries is on the rise,” says Orbita Inc. president Nathan Treloar. “Some see this technology as a true game-changer in health care, where the industry must find new ways to reduce costs while improving outcomes. To achieve results in this regard, organizations must offer better opportunities for patient engagement. Voice will contribute greatly.”
Treloar says that there is increasing interest in conversational AI among executives with titles such as chief consumer officer, head of enterprise and consumer digital experience, senior vice president of digital and omnichannel strategy and marketing, and vice president of customer innovation. These individuals are responsible for digital health solutions to improve satisfaction, engagement and outcomes whether globally through improved call center operations or for specific populations such as those involved in disease-specific health and wellness programs.
An important goal is to empower members with new self-service options that eliminate the challenges of web browsing or long wait times. Specific applications can include virtual assistants designed to help find a provider or location, answer health and wellness questions, or assist with open enrollment, or more clinically focused solutions such as those that guide members through symptom checking or triage or help a patient navigate a specific care protocol. Shared risk models among providers and payers will help drive new approaches with virtual care delivery — and voice will play an integral role.
Date: September 12, 2019
Source: Channel Futures