Artificial Intelligence and Customer Service in Health Care
This chapter explores the intersection of AI, natural language processing, and speech recognition technologies to create a trusted virtual character. These virtual custom assistants (VCA) can provide consistent customer service to health care consumers, and, more importantly, when they need it.
Traditional customer service in health care is marred by inaccurate or incomplete information, inconsistent behavior of call center representatives, difficulty in predicting volume of calls and resultant staffing issues, and a high cost of human-to-human interaction for routine questions. For some demographics, mainly under age 35, the lack of a self-directed customer ...
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