By Abhishek Danturti Sharma, Associate Vice President, Business Transformation, Sagility
The health care contact center landscape is undergoing a revolution, driven by rapid advancements in artificial intelligence (AI). These cutting-edge technologies are reshaping how interactions are managed and enabling more efficient workflows, personalized experiences, and proactive solutions.
Health care organizations that explore and implement these transformational AI solutions have the potential to create tangible business outcomes, improve the customer experience, and build efficiencies to drive the business forward in 2025.
These are 3 major AI trends for 2025 poised to redefine health care contact centers and elevate their role in delivering seamless patient, provider, and payer interactions.
1. Agentic AI: The Leap from Reactive to Proactive Systems
Agentic AI represents a paradigm shift, moving beyond traditional reactive AI systems toward autonomous agents capable of independently performing tasks, making decisions, and initiating actions within their design parameters.
This technology is set to revolutionize health care contact centers by enabling hyper-personalized customer experiences. Powered by Agentic AI, virtual assistants will tailor interactions and recommendations to individual preferences and behaviors across omnichannel platforms. Whether assisting patients with complex inquiries or guiding agents to efficient resolutions, Agentic AI will enhance every touchpoint.
Moreover, this evolution is transforming backend workflows. By analyzing data to identify optimal processes, AI-driven systems will augment agents’ efficiency, from simplifying claims management to streamlining prior authorizations. Most notably, Agentic AI shifts generative AI from a standalone, process-centric tool to a reimagined ecosystem enabler, proactively integrating workflows and fostering innovation.
2. Multimodal AI: The Power of Data-Driven Automation As AI systems evolve, they are integrating text, images, audio, and video into a unified framework, enabling smarter decision-making and seamless automation. This multimodal approach has significant implications for health care stakeholders across the care continuum.For patients, multimodal AI simplifies interactions such as scheduling appointments. Imagine booking a doctor’s visit through voice commands, with AI factoring in geolocation, provider network availability, and insurance plan data to offer personalized options. For providers, multimodal AI can transform clinical workflows, converting patient conversations into tailored SOAP (subjective, objective, assessment, and plan) notes while automating document uploads and scans.Payers also […]
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