Most health systems are exploring AI to enhance patient engagement, and one of the most significant advancements in this area is interactive voice response (IVR) technology infused with AI to improve efficiency and reduce patient frustration. During the recent healthsystemCIO webinar, industry leaders discussed the state of AI-driven patient engagement and the evolving role of IVR in health systems.
For health systems, the ability to enhance IVR with AI is a game-changer. AI-driven IVR can anticipate a caller’s needs by integrating with EHRs. Joseph Esdale, Managing Director of Cloud & Infrastructure at CTG, noted, “If a patient is calling the appointment scheduling line, the system can check their upcoming visits and proactively ask, ‘Are you calling about your follow-up appointment next Tuesday?’”
This level of intelligence eliminates unnecessary steps for patients and helps ensure they receive the most relevant assistance quickly. However, despite these advancements, Esdale acknowledged that many health systems remain cautious. “The technology is there, but many organizations are still hesitant. They want to be sure it works seamlessly before rolling it out to their entire patient population.”
As AI-driven IVR technology continues to evolve, its role in patient engagement will expand. In this article from healthsystemCIO, Esdale explains how health systems that embrace these advancements stand to improve efficiency, reduce administrative burden, and enhance the patient experience.
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