Leveraging AI to Enhance Healthcare Contact Center Productivity and Patient Engagement with Patty Hayward Talkdesk TRANSCRIPT

Empowered Patient Podcast

Patty Hayward, general manager for healthcare and life sciences at Talkdesk, talks about transforming the traditional call center into one that uses AI and large language models to make it easier for patients to get help and free up call center staff to focus on value-added tasks. The technology supports call center agents in their conversations with patients and helps avoid escalations. Outbound messaging prompts patients to take action, reinforcing conversations with call centers to improve patient outcomes.

Patty explains, "Because AI has been around for a long time, we’ve had AI infused in our platform for many years. But these large language models that have come speeding into the market have enhanced how we use AI in such a great way and allowed us to more easily support patients and agents in their journeys. We in healthcare do not make these journeys easy. They’re very complex. There are a lot of things going on, and quite frankly, deployment and training of these models can be really difficult. So these large language models have helped democratize a lot of this AI so that you don’t have to have a full IT staff devoted to doing this, which I think has been great."

"Then there are things you need a human for. A human in the loop is really important in healthcare because of the complexity we discussed. So, being able to support the agents, listening to the conversation, and bringing out things like the next best actions. What should that patient be doing next? How does that go without having to read articles or have tons of tabs behind your call center product or sticky notes all over the screen? I’ve seen this in numerous call centers to help coach those agents to make sure that they’re answering calls correctly. Also, the first time the patient calls, she gets what she needs and is not transferred needlessly."

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