Webinar Recap: Bringing Conversational Intelligence to Healthcare

Authenticx Founder & CEO Amy Brown recently spoke with PVCP’s host Bradley Metrock and special guest Yaa Kumah-Crystal about the increasing role of conversational intelligence in healthcare. Listen to the full recording here.

As patient and provider needs continue to evolve, more and more healthcare systems are bringing innovative tools, like conversational intelligence, to transform patient care and improve outcomes.

Key Takeaways:

• Conversational AI is enabling healthcare systems to reduce administrative burdens.
• Change management plays a critical role in the successful adoption of conversational intelligence.
• Healthcare providers and operational teams must develop an understanding of AI governance prior to implementation.

Unlocking opportunities with conversational data  

During the discussion, Amy explained that conversational data has the unique ability to bring together administrative and clinical data — as well as patient experiences beyond the four walls of a healthcare setting — to create a holistic understanding of the business and the patient’s personal care journey.

From a healthcare provider’s perspective, Dr. Kumah-Crystal highlighted the immense opportunities to alleviate administrative burdens while improving the quality of care through conversational intelligence. For example, ambient scribe technology can optimize a provider’s time with their patient. Instead of turning away from their patients to take notes, providers can use an intelligent device that actively listens to the conversation and transcribes it into clinical provider notes in a way that’s also accessible to the patient.

Conversational data enables healthcare systems to capture clinical insights within their call lines, essentially turning administrative actions into care contributors that influence intervention and treatment.

Conversational intelligence can also empower the patient to impact their own outcomes. By extracting concise detail and providing clearer context into medical history, conversational intelligence equips patients with the information they need to ask the right questions and ensure their care aligns with their values.

Bringing conversational intelligence to healthcare

Implementing new technology is a massive undertaking, both for the conversational AI platform and the healthcare system. As Amy talked through Authenticx’s approach to implementation, she emphasized the importance of working with change management teams to align on expectations and reality. This alignment can then be felt in the patient-provider relationship and up to the C-suite and boardrooms.

Authenticx has seen a strong sense of urgency among healthcare providers to implement conversational AI. However, AI governance teams are often hitting the brakes to ensure the technology meets their highest standards of security and privacy. A key challenge is finding ways to move quickly while maintaining these standards — and that’s where a healthcare-specific solution, like Authenticx, can come into play.

Listen to the full recording here.

ABOUT AUTHENTICX:

Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.

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