Unquestionably, the contact center has a front row seat to generative AI (GenAI) in the workplace. Traditionally seen as cost centers focused on customer service, contact centers are now poised to become innovation hubs. This transformation is driven by AI, which is not only automating routine tasks but also creating new roles, augmenting existing ones, and reskilling agents for future-ready positions.
AI-Driven Automation and Efficiency
AI technologies, such as chatbots and virtual assistants, are automating repetitive and mundane tasks in contact centers. These tools handle basic customer inquiries, freeing up human agents to focus on more complex and value-added interactions. This shift enhances operational efficiency and allows agents to engage in more meaningful work, improving job satisfaction and customer experience.
One of the primary concerns with the introduction of AI is the potential for job losses. However, AI is not about replacing human agents but rather augmenting their capabilities. By taking over routine tasks, AI allows agents to focus on higher-value activities that require human empathy, creativity, and problem-solving skills. This shift not only preserves jobs but also enhances their quality, making work more engaging and fulfilling.
Emergence of New and Creative Roles
As AI takes over routine tasks, new and creative roles are emerging within contact centers. One such role is that of a Prompt Engineer, who designs and optimizes prompts for AI systems to ensure accurate and contextually relevant responses. Another emerging role is that of an AI Model Training Expert, a Healthcare process subject matter expert (SME) responsible for training and fine-tuning domain specific AI using instructions which in turn are translated into prompts by Prompt Engineers.
Additionally, roles like Customer Experience Designers are becoming crucial. These professionals use their tacit soft skill knowledge coupled with AI insights to design seamless and personalized customer journeys. AI Ethics Officers ensure that AI implementations are process controlled, compliant and protect customer data privacy.
Reskilling and Upskilling
The transformation of contact centers into innovation hubs necessitates reskilling and upskilling of the workforce. Agents are being trained in new technologies and methodologies to adapt to their evolving roles. Training programs focus on developing skills in AI, data analysis, and customer experience management. This continuous learning culture ensures that agents remain relevant and valuable in the AI-driven landscape. By automating routine tasks, AI allows agents to dedicate more time to creative problem-solving and strategic initiatives. This shift encourages a collaborative environment where agents, AI specialists, and data scientists work together to enhance customer experiences and drive business growth.
The Human Touch Where It Matters: A Necessary Complement to AI
While AI is revolutionizing healthcare contact centers by improving efficiency, accuracy, and personalization, it is essential to remember that healthcare is ultimately a human-centered industry. In fact, AI frees up agents to address those interactions that require empathy, understanding, and the nuance that only human agents can provide.
Integrating AI into healthcare contact centers should not come at the expense of the “human touch.” AI can handle routine inquiries and provide decision support, but human agents are still critical for delivering compassionate care. By strategically applying AI where it excels and relying on human agents where empathy and understanding are paramount, healthcare contact centers can strike the perfect balance between technological efficiency and personal connection—ultimately leading to better health outcomes and improved member experiences.
In this new era of AI-powered contact centers, technology can handle the routine, but human empathy will always remain at the core of exceptional healthcare service. As AI continues to evolve, contact centers will play a pivotal role in driving innovation and delivering exceptional value to healthcare organizations and member-patients alike. By embracing AI and fostering a culture of continuous learning and collaboration, contact centers can unlock new opportunities and become key drivers of innovation in the digital age.
Abhishek Danturti Sharma
Abhishek Danturti Sharma is Associate Vice President, Business Transformation at Sagility where he leads the company’s cognitive and AI initiatives in a consulting and solution delivery capacity. Abhishek is responsible for and executes the digital product and innovation agenda across the healthcare organization. He is an alumnus of the University of Maryland, College Park and BITS-Pilani, India.
Rob Adhikari
Rob Adhikari is the Vice President of Sales at Sagility, with a focus on driving innovative healthcare IT solutions. He brings extensive expertise in managing complex client engagements, business process outsourcing, and fostering key partnerships across the healthcare industry.
