Using Technology To Navigate the Care Journey


Healthcare consumers face a challenging and frustrating patient journey with numerous choices and a fragmented system. The burden of navigating this system often falls on patients, leading to long waits, being bounced around, and a lack of assistance. Technology such as automation and AI can streamline patient encounters, improve customer self-service, and support contact center agents. These technologies can analyze patient records, provide relevant information, and assist patients with specific questions. By empowering contact center agents with the right information and tools, healthcare organizations can reduce employee burnout and attrition, increase job satisfaction, and meet the demands of consumers at scale.

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