The Role of AI in Delivering Personalised Customer Experiences in Healthcare
Over the years, the UK’s key industries have steadily become digital, kick-started by Matha Lane Fox in 2010 with her ‘Digital by Default’ approach, which aimed to deliver public services online.
Now, with the continued rise of AI, services are going through another revolution. As a result, individuals not only expect digital-first services, but they also anticipate a personalised, seamless, and intuitive experience.
The healthcare system, in particular, continually faces unique, growing pressures. Despite being one of the most high-stakes industries, demand isn’t slowing down, and ensuring a frictionless customer experience is more essential for healthcare organisations than ever.
In this blog, we’ll explore how to improve customer experience in healthcare with the support of AI tools like Sense, which empowers healthcare providers to build digital foundations for AI-driven personalisation.
The Digital Challenges Healthcare Faces
Like many major industries, trying to seamlessly integrate new technologies into healthcare systems is a delicate and complex process.
Some of the issues healthcare providers might face include:
Legacy Systems: Whether it’s outdated equipment or programs, transferring data and training team members is time-consuming in an extremely fast-paced environment.
Electronic Healthcare Records (EHRs): Disconnected EHRs can cause major delays and could present healthcare providers with inaccurate or incomplete information.
Manual Workflows: Although many processes have become digital, some tasks still rely on individuals for decision-making and execution, which can be an inefficient use of time.
As we can see, these issues frequently cause delays and are often subject to human error, meaning patients are at risk of inconsistent, impersonal care.
This is where SystemsX’s AI-powered tool Sense can help, to ensure AI-adoption is practical and scalable.
Sense: Personalising Healthcare Call Centres
As with any customer-centred industry, customer experience management in healthcare is very important to ensure patients feel safe and that healthcare providers are trusted.
One of the first points of contact between the patient and the provider is a phone call, and we believe AI can be used in healthcare contact centres to improve customer experience.
Although some may argue that AI is impersonal, our AI tool Sense is designed to help customer support and administration staff provide a tailored and unified experience at every touch point, from booking the appointment to after care.
Here are some of the key features of Sense that would help healthcare organisations transform patient experience.
Call Metrics & Summaries
Healthcare providers, whether that’s a hospital or a GP, take hundreds of calls per day. This creates a lot of work for call agents as they need to manually take notes while on the call. As a result, their delivery might not always meet requirements and provide the best service possible.
With Sense, it actively listens to 100% of calls so it can provide call agents with an accurate call summary every time. This allows them to put all their focus on the patient and their needs.
To further improve customer experience management in healthcare, Sense utilises your pre-set call metrics to supply immediate feedback and support. Whether you need it to analyse caller sentiment, track compliance, or score the call, Sense centralises all the important data points.
Real-Time Insights
Healthcare teams are often extremely busy, which means it can be difficult to find time to manually access even 1% of agent calls and provide tailored training based on their strengths and weaknesses.
As we mentioned, Sense listens to 100% of calls and uses the metrics you’ve chosen to score and provide feedback on calls. So, AI can be used in healthcare for quality assurance teams or team leaders to discover what specific areas individuals need support with to ensure they give the best customer service every time.
As a result, call agents are brought up to speed on compliance rules and call processes, and they become more confident in their abilities. This boosts productivity and morale, as well as positively impacts their call performance scores, meaning patients will have a better experience.
Task Automation
Healthcare organisations are constantly busy trying to meet demand, whether that’s for appointments, specialised services, or the modernisation of systems.
To help free up time so call agents can focus on providing an excellent patient experience, Sense will automate administrative tasks, such as call summaries, write and timestamp call transcripts, and even identify next steps after the call, whether that’s a follow-up call or preparing appointment notes.
So, we can provide healthcare providers with the capabilities to improve customer experience in healthcare with digital tools such as AI, whether that’s integration into new or old systems, while maintaining compliance and data security.
How We Ensure AI is Ethical in Healthcare Settings
But how exactly do we ensure data protection when using AI systems?
Particularly in healthcare, ethics, transparency, and patient trust are vital, and that’s why our AI programs are built to ensure security at every level.
You can rest easy knowing that Sense is fully private and isolated for each client, meaning data is never shared or used to train models. All data is confidential and protected from third-party access in compliance with GDPR.
Start Your Enhanced Digital Experience Journey
To summarise, patients are expecting healthcare services to be intuitive and seamless, and the integration of AI tools like Sense can ensure they’re provided with the best possible experience, from call to appointment.
Ready to deliver smarter, more personalised healthcare experiences? Partner with SystemsX to build the AI and data foundations for patient-centred innovation.
Contact us today to book a demo and explore how AI tools like Sense can support teams and organisations.
