conversationHEALTH spoke at the NEXT Pharma Summit on the importance of digital customer experience for healthcare.
We’re living in an era of convenience – customers expect ease and availability in all areas, including health. Conversational AI tools are helping to shape this, enabling a push-pull dynamic for customer engagement. Generic chatbots are no longer acceptable in the health industry, instead solutions that maximize natural language processing for medical language and configurations for safety management are key.
Though working with AI is associated with a fear of job loss, it is no longer enough to hire humans alone – when we consider reach, frequency, geography, and language, the traditional ways of customer engagement are not sustainable. Instead, AI-powered virtual assistants offer the support businesses need to deliver the self-service model that the era of convenience demands.
Again, there’s a place for both – customer support is stronger when AI works alongside humans. While technology can do what it does best – automate and repeat consistently – humans can maximize their strengths, including strategizing around information exchange and managing relationships.
These services must be constantly updated to keep up with evolving customers – and maintaining refreshed data to improve that experience is a must. Virtual AI agents not only make brands available to customers 24 hours a day, but they represent a greater digital organizational transformation, allowing companies to optimize and improve on end-to-end omnichannel solutions.
Watch the panel from the NEXT Pharma Summit.