Artificial intelligence (AI) gives the healthcare and health insurance industries a chance to establish and deepen ties with customers, provide a relevant set of products and services delivered through convenient channels and continue to become more automated.
A new report, “AI in Healthcare: Forging the Path Ahead,” written by Inci Kaya, analyst at Aite Group, details how and where AI-powered solutions can help healthcare professionals and organizations advance their operations. The report is based on interviews with 32 officers from healthcare providers, healthcare payers, payment processors and technology partners in the U.S. Among those interviewed were CEOs, chief growth officers, corporate strategy officers and marketing and product development leads.
“Done right, AI can help healthcare payers, health benefit account providers, brokers and employers improve customer engagement, customize marketing communications, automate workflow processes and flag irregular patterns,” Kaya said.
And now is the time for healthcare organizations to begin leveraging AI and analytics, the report found.
AI-powered tools and solutions can help carriers cut time spent on repetitive, manual processes, improve customer engagement, identify irregular or fraudulent activities and identify cross-selling and communication opportunities.
Healthcare providers are already leveraging AI and machine learning for clinical discovery and diagnostics, identity verification and case management. Providers can also use AI for interactive medical assistants, connected and preventive health apps and cost estimation.
Tools such as AI-driven messaging and chatbots for customer-facing portals can benefit both providers and payers, the report found.
Kaya also reported that technology partners have changed their algorithms to offer more personalized, timely and relevant feedback to the end user.
Using AI to increase patient engagement gives the customer freedom to not be physically present, potentially expanding access to care.
Healthcare executives are in the early stages of deciding how AI can best fit into their systems. Kaya suggests starting with a strength, weakness, opportunities and threats analysis to see how AI-powered solutions can best fit in workflows and processing.
The healthcare industry can use AI for enrollment, plan selection and investment tools, customer engagement and revenue cycle management and population health.
Alegeus, a healthcare and benefit payment solutions company, told Aite Group that it uses AI for self-guiding tools that help support members enrolled in health savings accounts around healthcare funding decisions, contributions, investments and fund options.
How AI’s role in medicine and other corners of healthcare will evolve remains unseen. But, as the report suggests, it’s time for healthcare leaders to begin forging the path forward.
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