Webinar Recap | The Beryl Institute: Using AI in the Patient Experience

In May of 2024, Authenticx presented The Weight of Responsibility: Using AI in the Patient Experience, in association with The Beryl Institute. Watch the webinar recording now.

AI is shaping the next era of patient listening—helping PX leaders keep their fingers on the pulse of patient needs. Many organizations are focused on using artificial intelligence (AI) to replicate humans. What if we flipped that focus and leveraged AI for a more noble purpose in helping humans understand humans? This presentation discusses how organizations are utilizing AI to improve the patient experience by addressing the weight of responsibility healthcare feels (and has to get right).

Listening to the Patient Voice

We listened as VP of Professional Services and FNP-BC Susan Brown and Chief Evangelist, Leslie Pagel explored that through the power of AI, healthcare can listen to patient voices in ways we haven’t been able to achieve, equipping them with rich insights that drive action and outcomes for both the business and the patients.

In this webinar, we discussed

• What AI is (and what it isn’t)
• How AI goes beyond survey data to deepen our understanding of the human experience 
• Case studies of healthcare companies leveraging AI to unlock a goldmine of insights that have historically been locked in their contact center

We shared the definition of AI and how unsolicited conversations fuel the next era of customer listening. From access centers, scheduling, and customer service to triage teams and conversation notes, AI reignites and enables action through omnichannel technologies, such as phone, chat, and IVR.

The Power of AI for Healthcare

Diving deeper, Susan and Leslie highlighted the intentional combination of intelligence tools crafted with healthcare specificity:

• Natural language processing (NLP)
  • Rule-based models and trend identification to help pinpoint actions for human review
• Machine learning (ML)
  • Proprietary AI models and algorithms that locate obstacles and friction, analyze sentiment and compliance/adverse events, and provide agent coaching metrics
• Generative AI (GenAI)
  • Conversation/call summarization and agent performance tracking metrics derived from real patient conversation data
• SmartPredict™
  • Use AI to tag and label conversations, autoscore performance, seek human review of the output, and continuously improve the AI with tags to attain enhanced reliability

They also described a case study in which a hospital system wanted to remove patient barriers. After using Authenticx, they identified the top barrier causing a loop of obstacles, saw a decline in calls regarding the topic, and tracked an increase in utilization.

Poll Questions and Results

Along the way, attendees responded live to several polls. After each question, Susan and Leslie discussed the results and what they mean going forward for organizations.

Key Takeaways to Start Using AI

Remember — when you listen, customers will guide the way. To start your journey of using AI in the patient experience and finding a balance of the weight of responsibility, you can start by:

1. Listening to 10 conversations. It is well worth the time to understand your patients and hear the real patient voice behind the data.
2. Imagining listening at scale. To 100 conversations or even 10,000 conversations a month. The potential that AI shares is an opportunity, especially when the AI is industry-specific.
3. Getting curious and staying curious. AI is a rapidly changing technology, and keeping up-to-date on topics and solutions available for your organization’s needs is critical to retaining patients, avoiding costly mistakes by getting caught up in the hype, and meeting business objectives with patient outcomes.

Watch the webinar recording here.

Note: To view the webinar on The Beryl Institute website, you must create a free account with The Beryl Institute for access to this webinar and other great resources.

ABOUT SUSAN BROWN

Susan Brown is the VP of Professional Services at Authenticx and Board-Certified Nurse Practitioner. As an advocate of the patient voice, Susan works with Authenticx clients to ensure each patient’s voice is heard, analyzed, and activated to improve the patient experience. Susan’s professional services team offers consulting services, context-rich human analysis, AI validation, and more that enhance the Authenticx experience for clients.   

ABOUT LESLIE PAGEL

Leslie Pagel is the Chief Evangelist at Authenticx, a conversation analytics company dedicated to improving the way healthcare companies engage with patients. In this role, she creates awareness, across the healthcare industry, of more efficient and effective ways for healthcare organizations to deliver on their customer objectives. With over two decades of working with customer experience (CX) teams, Leslie helps clients actualize the voice of the patient to show how these voices prompt meaningful action.

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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