As organizations sift through a myriad of AI sales pitches and pilots, a few areas are starting to emerge as top of mind for providers. Though the most adopted area of AI is ambient speech and the most desired outcome for AI is around revenue cycle, the ability for AI to automate manual touchpoints with patients is less risky and easier to adopt, making it a high interest area seeing rapid growth.
KLAS is fielding many calls from providers asking for insights about AI contact center solutions and AI powered patient communications for different workflows. These span from a traditional after hours CCaaS, to pre- and post-admission and RCM workflows tied to eligibility and insurance verification as part of patient access.
Lines between vendors focused in different areas are beginning to blur. Additionally, the effectiveness of many AI communication technologies is being limited because of a lack of integration. Vendors are responding by offering new AI enabled communication platforms focused on deep integrations.
Based on conversations with providers, KLAS has created the graphic below illustrating what jobs AI is attempting to automate, the technology area that traditionally addresses it, integrations that most often prove a stumbling block, and vendors releasing AI functionality or complete net new AI contact center platforms. Some of these vendors are outsource service firms that are now using AI as part of a managed service offering.
Going forward, KLAS plans to release a report focused on those vendors getting the fastest traction for their AI contact center functionality as well as ongoing research targeting the workflows most critical to providers. Stay tuned for more!
If you’ve recently purchased or adopted any AI contact center technology, please reach out and share your feedback.
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