Conversational CX extends across the entire value chain, not just the upfront admission & onboarding process.c
Most healthcare providers today accept the central role of CX in maintaining the loyalty of patients and health consumers. A growing mix of both large and mid-sized healthcare organizations have transitioned to ‘Value-based Care’ from the older ‘Fee-For-Service’ model. However, elevating CX remains a major concern due to lack of patient recorded information (via voice, email, text) and a 360-degree view of the consumer (aggregated from clean data sources) creating disjointed care experiences. In the face of greater patient demand and overburdened legacy health systems, CX tools & solutions form a critical starting point for Providers to transform simple touch points into connected care experiences.
Though AI saw adoption rates jump 51% in 2021, usage rates remain low. This gap presents an opportunity for businesses to make AI a better partner to agents. According to Mantra Labs whitepaper, 57% of agents rate collaboration tools with real-time video & audio capabilities as a critical sales-conversation enabler.
88% of healthcare providers (HCPs) believe customer experience (CX) drives consumer purchasing decisions. Yet, only 42% of healthcare executives have deployed an advanced enterprise-wide CX strategy.
Conversational AI remains an underutilized tool, despite the adoption boost, among larger healthcare providers. Only 30% of contact center agents believe they have the tools to succeed in a post-pandemic world.
A growing mix of both large and mid-sized healthcare organizations have transitioned to ‘Value-based Care’ from the older ‘Fee-For-Service’ model. However, elevating CX remains a major concern due to lack of patient recorded information (via voice, email, text) and a 360-degree view of the consumer (aggregated from clean data sources) creating disjointed care experiences.
The pandemic has fast-tracked digital health innovation. The 'what the doctor says goes' approach is now a thing of the past. In fact, consumers are becoming more involved in the decision-making process. In reality, they're starving for information.
The unprecedented nature of the pandemic pushed healthcare from a traditional in-person model to the digital realm almost instantly. Connected health swooped in to define the patient experience during the pandemic, but as healthcare moves forward — how will digital define the experience transformation needed in India’s healthcare delivery.
By design, the NDHM envisions the healthcare ecosystem to be a comprehensive set of digital platforms—sets of essential APIs, with a strong foundational architecture framework—that brings together multiple groups of stakeholders enabled by shared interfaces, reusable building blocks and open standards.
Amid heightened health risk and social distancing, consumers have become far more receptive to digital health and wellness offerings.
Digital health tools have found greater adoption during the Pandemic, and are being utilised for a variety of scenarios including for remote monitoring of patients, and detecting early symptoms of infection, among others.
Conversational experiences will be the key to providing proactive and friendly risk advice to consumers. AI in Insurance will value at $36B by 2026. Chatbots will occupy 40% of overall deployment, predominantly within customer servicing roles.
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