The secret to healthcare AI is … human beings

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No one goes to the circus to watch the internet. But when the wire gymnasts skate, the internet suddenly becomes the star of the show. So don't think I'm in the health insurance industry, which is your safety net in life. I hope you don't stop reading. Let me tell you, I am a customer service professional and am constantly challenged by innovators in the retail and technology industries who make consumers expect instant responses, instant results, and instant products. I have received it.

Believe it or not, processing some claims in just a few days is a significant accomplishment considering the complexities, validations, and regulations inherent in the medical insurance industry. Turnaround times are shorter, especially for regular wellness appointments, often just one day. What more could anyone ask for?

Well, folks, that's who.

Next-generation technology outperforms doctors with more accurate diagnosis and better bedside manner: study

“If top retailers can deliver your purchases within hours, why does it take so long just to get your insurance claim transferred to your bank account?” There are actually many reasons. It's an inevitable but boring part of the medical insurance industry. That is, it was boring until I invited my customers over to check it out.

Artificial intelligence in healthcare requires human intervention to perform well. (St. Petersburg)

For example, inspiration from the past was found in a famous pizza chain that provides step-by-step notifications to customers from contact to request, confirmation, approval, and payment. Policyholders tell us how much they appreciate seeing their insurance policy sizzling, sizzling, and crunchy as it comes out of the oven. Additionally, as his stress levels decreased, customer calls to his service also decreased. No surprises. That's how humans are wired.

Owen O'Kane, psychotherapist and author of “Ten to Zen: Ten Minutes a Day to a Calmer, Happyer You,'' says that positive events in the future, no matter how small, can motivate us. It is said that it can reduce anxiety. That's why people look forward to planned vacations, bonus checks, tennis court reservations, and, yes, insurance payments.

Artificial intelligence is currently being touted as the magic pixie dust that will eliminate time from all transactions. Certainly, AI and machine learning have an important role to play. Deploy bots for predictable and repetitive tasks.

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In some cases, AI can also guide safety. Heck, even if your anti-lock brakes bring your car to a smooth stop on an icy day, the AI ​​is at work. We need such technology. In our case, to identify contingencies, eliminate errors, calculate trends, and respond quickly to customer service representatives.

But the fact remains that pizza making is predictive, repetitive, and impersonal. This is not the case with health-related insurance. This isn't the first time we've turned to bots. (“For breast cancer, press 2. For colon cancer, press 3.”)

The truth is, humans aren't just “superior” at things like empathy, compassion, listening, and nuance; they're essential. And in our world, empathy is part of the product.


When policyholders file claims, they often do so on the worst day of their lives. If our customers don't see, hear, or feel a real human being on the other end of the interaction, we're falling short of their expectations, and we can't satisfy them, let alone satisfy them.

So, in an age of AI-driven algorithms, analytics, and evaluation, humans are, ironically, our secret sauce, our competitive differentiation, and our innovation. Our people are our path to providing the personalized and personal service our customers expect. AI helps users spend more time.