Any business in the healthcare sector seeking to improve customer experience, popularly known as CX, may benefit from using health technology. Data from Forrester Research shows that 6% of brands that took part in the 2023 U.S. Customer Experience rankings saw increases in quality of customer experiences.
8×8’s chief technology officer, Bryan Martin, believes this may be because brands aren’t investing in processes and tools to enhance customer experiences.
To boost customer experiences, healthcare organizations can concentrate on:
Automation and Artificial Intelligence
The use of manual processes is frustrating, not only for organizations but also to patients. Automation of an organization’s processes decreases the risk of mistakes and also enhances productivity. Automated solutions also improve operational agility in organizations, speed up progress, and establish workflows for continuous delivery of applications and improvement.
Cisco’s chief product and technology officer for collaboration solutions, Anurag Dhingra, explains that artificial intelligence (AI) will also equip agents to deliver better experiences to customers. Dhingra is also the senior VP and general manager at the company.
Martin adds that these tools can also listen in on digital and voice interactions and even offer suggestions to agents, helping improve CX. He notes though that while bots may help increase efficiency, businesses should also be quick to switch to human assistance if bots frustrate customers.
Additionally, it should be noted that while generative AI may help enhance customer experiences, it isn’t expected to replace humans altogether. Instead, its use centers more on how the productivity and efficiency of a worker can be improved to make customers happier.
Contact Center Solutions
Contact centers offer support to various departments in organizations. Based on this, experts believe Communication Platform-as-a-Service (CPaaS) solutions such as Webex Connect can upgrade call centers with voice bots, AI, and improved video and audio clarity.
These solutions can also eliminate background noise during support calls. In addition, interactions with customers can also be automated using natural language understanding and programming.
Contextual Data Analytics
This enables personalized experiences in which an agent obtains detailed data specific to a consumer. For instance, it may have information about which airports consumers often fly out of as well as meals they prefer. This makes for easier communication while also allowing any requests made by customer services to be resolved quickly and proactively.
Tools for consumer-relationship management can also offer context for consumer calls, helping deliver better and more personalized experiences.
Companies such as HealthLynked Corp. (OTCQB: HLYK) look poised to further deepen the role that Big Data plays in the health sector. It remains to be seen how quickly the different players in this space take up these innovations.
NOTE TO INVESTORS: The latest news and updates relating to HealthLynked Corp. (OTCQB: HLYK) are available in the company’s newsroom at https://ibn.fm/HLYK
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