What does Patricia have that call centers do not have?

Photo: Arlington

Call centers have now long been used in the world of healthcare as means of communication between patients and health clinics. However, the world around us is changing with the constant development of new technologies. This also includes AI technologies which have greatly impacted healthcare as well. In this article, we will take a closer look at some of the advantages AI has over regular call centers and how AI can actually be used to maintain, improve, and extend communication with patients.

Call centers and patients - Why there is a glaring problem

While call centers are very popular and are being used throughout the world, there have been some noticeable problems, especially when used for health clinics. Patients in general have reported a rather big dissatisfaction with the call center system. Patients dislike call centers for various reasons. To begin with, we should state a few basic reasons why patients are not satisfied with call centers and how it leaves them frustrated.

When looking at a standard call center operation, we can note that health clinics need to rent a space, obtain the right equipment as well as train agents to perform their tasks properly. However, the agent part is sometimes left unchecked. In the world of healthcare, reliable communication is necessary for the satisfaction of each patient. However, when a patient contacts a call center and talks with an agent who has not been trained properly, many problems can occur. Namely, the biggest one would be that the patient does not receive the information they needed for their healthcare journey.

Aside from dealing with agents who are not trained well, patients often have to experience long waiting times until they can even reach an agent. In addition to this, even after reaching an agent, a patient can sometimes be transferred from one agent to another and this all takes a lot of time.

A long menu of various phone dials also presents a problem for many patients, especially elderly patients. Call centers also do not operate 24/7. Booking or changing an appointment is sometimes done last minute and call centers and health clinics do not have enough time to react.

There is a clear problem in communication, waiting times, booking appointments, and receiving the needed healthcare information when it comes to the communication between a patient and a call center that represents a health clinic. So, how can all of this be improved? Well, search for our answer in the form of new technologies such as breakthrough conversational AI.

How conversational AI benefits health clinics in ways call centers cannot

So, how exactly can AI help? A natural language processing engine such as Patricia has a number of innovative, effective, and agile solutions that can help clinics improve their communication with patients and allow health clinics to have faster and easier interactions with their patients. Patricia is an NLP-powered AI that can help clinics better perform, manage and execute actions such as scheduling, reminders, waiting lists, preventive campaigns, monitoring of chronic patients, surveys, and so on.

Patricia has been built by team Eniax to manage health interactions. Because it is trained with more than 80 million cases, a level of certainty and breadth of work contexts that is unique in the market has been achieved. A huge benefit of using conversational AI for health interactions is the fact that it can constantly learn and develop. So, Patricia, today speaks Spanish, English, German, French, and Catalan and can learn more languages. However, quick and rapid care also needs to be complemented by humanized care in order to have a positive impact on the patient experience. So, how does Patricia as an AI handle conversations with patients?

Well, first of all, Patricia is constantly trained and developed. Our team at Eniax works every day on innovative solutions for health providers in order to allow for easier, faster, but also more humanized, patient-friendly communication. In addition to this, Patricia learns from each conversation. This allows this kind of AI to be able to approach patients differently, depending on what they need, what they like, or dislike, and so on. This is a very powerful ability that call centers do not have. Patients are often left frustrated when they have to go through the whole call center system, talk to an agent, and even then, sometimes do not receive the exact information they needed. However, with an AI things are quite different. AI has the ability to also communicate and interact with multiple patients at once and can operate 24/7.

Overall, we can safely say that call centers primarily lack the proper human interaction and efficient communication with patients. AI such as Patricia on the other hand, not only has an instant and accurate conversation with patients but also provides humanized care by being constantly built on, trained, and expanded by a team of trained professionals. Patients will not feel as if they are talking to an AI or a regular chatbot, but rather as if they were talking to a real person.

AI helps clinics increase the reach of their services and establish more reliable communication with patients

So, to sum up, as you can see, some of the main things an NLP AI such as Patricia has that call centers do not are:

• Humanized care,

• Approaching each patient differently,

• Lower margin of error,

• Instant and accurate information delivery,

• A number of different, proactive services,

• 24/7 accessibility and operation,

• A dedicated team of professionals behind the AI.

Services that are designed so that health providers can make more effective use of their offers and support their patients properly can all be achieved and expanded by utilizing the true potential of AI technologies such as Patricia. Health clinics can, in turn, allow patients to experience a more meaningful, faster, and overall pleasant healthcare journey.