The healthcare system is still heavily reliant on outdated communication technology. However, there are signs the industry is edging toward a change: emphasizing patient engagement as a central aspect of patient care.
So, what does the future of healthcare communications look like?
1. Continued adoption of SMS
While SMS is certainly not a new technology (it’s actually over 25 years old), it’s an incredibly popular communication method. We check our phones around 80 times a day, and 98% of texts are opened, with an average response time of under two minutes.
The immediacy and convenience of texting make it an incredibly effective — not to mention inexpensive — way to communicate. And the healthcare applications are many, from sending appointment reminders and aftercare instructions to capturing patient feedback. As providers and platforms continue to integrate SMS, it’s likely we’ll see an expansion in use cases and ubiquitous adoption.
2. Widespread use of chatbots and conversational AI
AI is redefining the way organizations interact with customers. Developments in voice recognition and analytics have revolutionized customer service, with an almost 30% reduction in customer support interactions requiring human intervention in the last three years.
There are significant potential benefits to the healthcare sector, so it’s no surprise that AI chatbots are being adopted across all aspects of the patient journey. Use cases include helping patients navigate care plans and health benefits as well as more sophisticated patient profiling and guidance.
3. A better understanding of patients through real-time data
The use of conversational AI goes hand-in-hand with the ability to use real-time data and analytics to provide patients with intelligent, fast responses.
Sophisticated speech and behavior analysis — and even mood profiling — can help ensure patient queries are dealt with or routed correctly to ensure a seamless experience. Real-time analytics also allow providers to build customer insights with every call, meaning customer service only gets better.
The healthcare industry is on the verge of major change. Is your platform ready?
To find out more about how Telnyx can support real-time voice and messaging, talk to one of our experts.
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