[2] Medical Economics: Turning patient cancellations into revenue (medicaleconomics.com) (2020)
[3] Agency for Healthcare Research and Quality: Section 2: Why Improve Patient Experience? | Agency for Healthcare Research and Quality (ahrq.gov) (2020)
10 NICE Interactions experiences everyone will be talking about (And why you’ll want to be part of it)
Know that feeling when you’re standing at the edge of something extraordinary, when the air floats with possibility?
3 biggest takeaways on proactive engagement and the future of customer experience
Customer experience (CX) can look one of two ways: You sit down at a restaurant, ask the waiter for a glass of cold water, remind him a couple of times, and then eventually, when he brings it, you send it back for ice.
Behind the bang: How Future You got so dynamite
Ever wonder what happens when you mix CX drama, AI fails, and a little Napoleon Dynamite energy? Well… gosh! You’re in luck. Quicker than you can say, “No freakin’ way”—we’re giving you a behind-the-scenes (BTS) look at NICE’s Future You is Dynamite videos.
Consumers across every age range have modality preferences when it comes to interacting with an institution or service provider. Older consumers may prefer a phone call to reach a human while younger consumers may be satisfied getting answers from an automated chatbot through their mobile device. With many healthcare providers serving a wide range of demographics, support for both human and automated patient interactions through a variety of modalities can reduce friction and contribute to improving the experience for consumers, patients, and staff alike. By analyzing first-hand data on all patient interactions across the care journey—for example, recorded phone calls, chatbot interactions, social media interactions with the provider, form fills, post-care surveys—providers can learn about a patient’s experience along the care journey, personalize interactions appropriately, identify which experiences need improvement, and find new opportunities to automate to create more intuitive experiences and reduce administrative burden.
For many consumers and patients, the first interaction with a provider may be through an internet search that lands on the provider website. Providers must ensure that web navigation and content organization are optimized for visitors to easily find the information they need. Many consumers may be researching options or seeking to self-educate on a topic. Using smart knowledge management that optimizes provider content can improve patient journeys by enabling self-service starting at internet searches and extending across web pages, mobile apps, bots and digital channels. McKinsey reports that increasing automation and self-service of the consumer and patient care journey can lower administrative costs by an additional $24 billion to $48 billion annually. Once the consumer or patient is engaged with the provider, routine actions can be automated, such as scheduling, rescheduling or canceling an appointment, paying a bill, collecting a referral or refilling a prescription. Proactive and automated outreach can confirm that patient’s intent to arrive for scheduled appointments and offer automated cancellation or rescheduling, reducing wasted time and resources in making staff available for a patient that doesn’t show. Automated and self-service CX features give patients the convenience of completing actions on their own schedule and gives providers the ability to allocate staff to optimize care.
While standardized post-care surveys help healthcare providers understand patient impressions in retrospect, there’s also a great deal of insight already housed within phone call and digital interaction data. By aggregating these data from every touchpoint and combining them with post-care survey response data, providers can apply analytics to gain insight on the end-to-end journey patients take with the provider. By using AI specifically trained on customer experience interaction data, providers can glean actionable insights and receive guidance to identify improvements, chart next steps, and drive excellence in patient interactions and care.
With recent staffing shortages and strain on healthcare systems, intelligent human-machine collaboration can make a difference. Offloading routine, low-stakes interactions to smart conversational AI that can escalate to a human as needed can save staff countless hours. Additionally, by empowering contact center agents with a rich knowledge base, automated sentiment analysis, and real-time guidance, they’ll be prepared to deliver more empathetic conversations and meaningful support.
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