AI is reshaping healthcare, promising greater diagnostic accuracy, streamlined administrative workflows and more personalized treatment plans. However, new MIT research shows that many AI models are now answering medical questions and in some cases, attempting diagnoses. No autonomous system is 100 percent accurate, and without clear disclaimers, the risk of misinformation grows. This trend underscores a critical concern: when patients rely too heavily on AI instead of human providers for sensitive or complex issues, the human element of care is at risk.
For healthcare organizations, the path forward lies in prioritizing human-centered patient experience (PX). AI can be a powerful enabler, but it cannot replace the context and judgment that human licensed healthcare providers bring to patient interactions. These tools are best utilized when experiences are designed to integrate the technology with human touchpoints – balancing innovation with human care.
Here’s what healthcare organizations should consider as they embark on AI transformation.
Prioritize Patient-Centric Communication
Patient-centric communication many times begins in the contact center, which serves as a centralized hub for patients’ first touchpoint to access the right healthcare resources quickly and efficiently.
To deliver the best experience, contact centers should offer flexible communication channel option, such as phone, chat, email or social media, so patients can engage in the way that works best for them to reach appropriate care. This adaptability allows for personalized interactions to ensure each patient can be connected to their provider network in their preferred channel(s).
Ongoing staff training in active listening and compassionate communications can strengthen a company’s ability to prioritize patients and tailor care to their individual care plans, while incorporating patient feedback to ensure continuous improvement. A consistent, patient-first approach builds trust, boosts satisfaction, and elevates the overall healthcare experience. AI can further enhance these efforts by triaging inquiries, providing real-time information and streamlining workflows – allowing staff to focus on critical, time sensitive interactions that require human judgment.
Scalability and Real-Time Collaboration
Contact centers in the healthcare space (i.e. patient access, revenue cycle, transfer centers and more) deliver exceptional human-focused care when they have the tools at every stage of the patient journey. By simplifying the communication stream, continuously improving the automation process, and maintaining high security standards along the way, healthcare organizations can thrive in patient-provider relationships.
Generational differences also play a significant role in channel preferences for urgent or sensitive matters. Older patients often lean toward traditional methods such as phone calls, while younger patients are more likely to favor chatbots or social media. It is vital to keep a diverse range of options to ensure patients across age groups are offered the best support.
When selecting contact center software, healthcare organizations should look for features that enhance these connections, including:
- Real-time Collaboration: Enable healthcare teams to respond quickly to patient needs, schedule appointments, and manage critical communication through real-time collaboration features.
- Scalability and Flexibility: Choose software that easily integrates into your existing systems today and adapts to changing demands and call volumes, ensuring high-quality CX at all times.
- Security and Compliance: Maintaining protection standards of patient data and confidentially for honest communication between patient and provider.
Implement a Human-in-the-Loop System
Cases of AI hallucinations and misinformation continue to raise concerns across the industry. While AI can be a transformational tool within healthcare, its value relies on a Human-in-the-loop (HITL) approach where AI supports, rather than replaces, operational decision-making. This model helps build trust, enhance accuracy, and drive real-world impact as the healthcare industry gets more comfortable with AI adoption.
Healthcare customer service teams have responsibility to stay informed about AI developments and patient expectations to effectively integrate these tools. Learning to leverage AI while keeping a HITL system will be an essential skill for delivering compassionate, accurate, and trustworthy patient experience in the evolving healthcare landscape. AI can drive real efficiencies, but keeping humans in the loop is essential to ensure protection of patient data and confidentiality for honest communication between patient and provider.
The patient experience remains at the heart of successful healthcare delivery. To retain confidentiality and patient trust, healthcare leaders must recognize their role in addressing the gaps in customer service that AI is unable to fill.
Roni Jamesmeyer
Roni Jamesmeyer is a Senior Product Marketing Manager at Five9 and a seasoned marketing professional specializing in the intersection of technology, healthcare, and customer experience. In her role, she leads initiatives to define and promote solutions that help healthcare organizations modernize contact center operations, integrate seamlessly with EHR systems, and deliver next-generation patient engagement.
