MedCity News August 11, 2019
Mark Nathan

AI chatbots can create a more agile operation that gives members choices and uses resources more efficiently but no AI program can work that magic with the way most payers’ data is currently organized.

Lately, my colleagues and I have been fielding a lot of questions about artificial intelligence from health-insurance executives. Could AI power chatbots that answer members’ questions about anything from doctors to deductibles to dieting – reducing their call-center costs?

The answer: it could – but only if they first set up their data to enable these technologies. And more importantly, if they shift from thinking about customer experience purely as a cost driver. By bringing a new level of organization and sophistications...

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Topics: AI (Artificial Intelligence), Insurance, Patient / Consumer, Payer, Technology, Voice Assistant
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