How Human-Focused, Functional AI Improves the Patient Experience

Author: Beth Schultz, VP of Research & Principal Analyst Not available for licensing. Although patients have highly particular needs of their healthcare providers, in many ways their service interactions are no different than what they expect as consumers in general. They want the flexibility and convenience of being able to consult with their healthcare team via a channel of their choice—i.e., phone, video, or chat as needed. They want a say in which healthcare products and services they purchase, whether that be an at-home diagnostic test or monitor or a personalized wellness plan, and regardless of what their healthcare systems recommend. In fact, with so many health services and products now pitched directly to consumers, bypassing traditional healthcare processes is increasingly easy for patients to do. They want help remembering appointment times, medication renewals, overdue tests, and the like, receiving notices via SMS, email, a phone call, or in-app messaging. Healthcare is, no doubt, in the throes of consumerization—a trend that has led to rising patient expectations that leave little room for disappointment. Healthcare providers stuck in the old ways will have difficulty maintaining, let alone growing, their patient bases. This report will examine how healthcare providers can move the needle when they use human-focused, functional AI to empower agents and patients.

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Table of Contents

• Introduction: Improving Patient Experience, Circa 2025
  • CX Investment Imperative
  • Experience Lacking Consistency
  • AI as Enabler
• Enhancing Patient Experience with Human-focused Functional AI
  • AI-powered Proactive Outreach
  • Virtual Assistance for Patients
  • AI-boosted Customer Feedback Programs
  • The Role of Automation in Human-focused Functional AI
• Conclusion and Recommendations