A patient’s initial encounter with a health system is often through its contact center. As organizations face a growing demand for care services, combined with persistent staffing shortages, healthcare contact centers are adopting automation tools to effectively manage the rising volume and ensure patient expectations are met.
To help meet patient and employee expectations, certain automation trends have emerged to keep healthcare contact centers operating as smoothly as possible, Contact Center Automation Trends :
1.Medical AI Chatbots.
2.Omnichannel Communication.
3.Remote Patient Monitoring Support.
As chatbots become more prevalent, it might be appropriate to have the technology identify itself as a robot at the beginning of any patient interaction, There’s also pattern detection technology that can look for protected health information and automatically delete that data from the record. In its current state, contact center automation tools have been designed to assist human workers, But I’d say we’re in the early innings.
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