New Report Launched for AI in Healthcare

Five9 has released a report titled “AI in Healthcare: How AI Drives Value for Five9 Healthcare Customers.”

The report offers insights and best practices for healthcare organizations on using AI to enhance patient and member experience. It analyzes the strategies of 120 healthcare customers utilizing Five9’s Intelligent Virtual Agent (IVA).

The customer insights reveal significant changes in the healthcare industry. Patients and members increasingly seek more control over their healthcare experience, while healthcare organizations are under pressure to improve high-cost workflows and address the needs of an overworked workforce.

AI plays a crucial role in optimizing customer experience and reducing operational costs. By using Intelligent Virtual Agents (IVAs), healthcare organizations can address workforce and customer needs more effectively, improve operational efficiency, and maintain HIPAA compliance.

Top Reasons for Deploying Virtual Agents

Healthcare organizations use virtual agents mainly to enhance communication, including:

• Queue callback (25%)
• Call steering (24%)
• SMS follow-up (4%)
• Chatting with customers from the website (2%)

Resources for Planning an IVA Project

Five9 provides strategies for healthcare leaders on setting performance goals (such as improving patient experience scores and reducing queue times and abandonment rates), designing and building the IVA system, and measuring the success of AI in the IVA solution.

Customer Success Stories

The report highlights how 120 Five9 IVA customers use AI to achieve efficient and personalized customer experiences. For instance, Exact Sciences implemented IVAs to reduce labour costs by 15 full-time employees annually and decrease talk time by 13%.

“Today, leveraging AI in CX is not just an opportunity but a necessity. People expect fast and personalized, on-demand care, and intelligent virtual agents empower healthcare leaders to deliver cohesive experiences that meet expectations,” said Jonathan Rosenberg, Chief Technology Officer and Head of AI, Five9.

“By leveraging AI like IVAs, healthcare organizations can free up valuable time for their workforce and ensure more specialized care. The future of healthcare CX is all about enhancing patient outcomes through AI innovation.”

Shannon Germain, Senior Analyst, Forrester Research, said, “Healthcare investments in genAI have the potential to play a transformative role in the clinical workforce.”

“This shows up in the numbers: The market for genAI in healthcare will increase from $1 billion in 2022 to $22 billion by 2032. With all the excitement and potential, it’s understandable that leaders in healthcare provider organizations are jumping into action.”

Reviewed by: Jo Robinson