Sufferers embrace synthetic intelligence for administrative duties, delicate well being queries, and communications, however need a human contact for medical recommendation
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4 in 5 people need medical recommendation from a human healthcare consultant. Nonetheless, half of People like that AI chatbots don’t choose, whereas roughly one-third recognize that chatbots don’t rush them or make them really feel silly.
SAN FRANCISCO, August 29, 2024–(BUSINESS WIRE)–Regardless of rising utilization of synthetic intelligence (AI) in healthcare, most shoppers say they don’t discover a distinction but in the affected person expertise, though there’s trending optimism amongst People that AI will enhance the affected person journey in the subsequent twelve months. Findings of the United States (U.S.) Client Healthcare Survey performed by Talkdesk®, Inc., a world supplier of AI-powered buyer expertise (CX) know-how that serves enterprises of all sizes, revealed that whereas the human contact stays irreplaceable in lots of features of care, AI holds nice promise in serving to sufferers extra simply navigate the complexities of healthcare in addition to decreasing administrative pressure on suppliers that contributes to prolonged response occasions and overcoming well being stigmas.
Sixty-two p.c (62%) of U.S. sufferers surveyed felt the help offered by healthcare suppliers all through the affected person journey has both worsened or remained stagnant in the previous 12 months. Many sufferers expressed frustration with the complexities of navigating the healthcare system, with 23% citing difficulties due to coping with a number of departments to accomplish one thing like scheduling an appointment and insurance coverage points.
As sufferers look to the future, there’s a rising anticipation for AI to enhance their healthcare experiences. Half (51%) of the respondents consider AI will improve their affected person expertise inside the subsequent 12 months. This sentiment is especially robust amongst males, with almost 3 in 5 (59%) expressing optimism about AI’s potential advantages, in contrast to simply greater than 2 in 5 (44%) of ladies. Millennials additionally exhibit the highest hopes for AI, with 60% believing in its capacity to enhance affected person experiences.
The survey additional reveals:
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AI will streamline interactions with suppliers. Precisely half of U.S. sufferers anticipate AI will create a extra environment friendly affected person expertise as a result of medical and non-clinical healthcare professionals can spend much less time on administrative duties equivalent to writing affected person communications, scheduling new appointments, and note-taking. Greater than three-quarters (82%) of respondents consider AI will automate reminders for appointments and medicine schedules, whereas 75% consider it may facilitate higher coordination of care amongst totally different suppliers. Moreover, 81% anticipate AI will expedite responses to non-clinical inquiries, equivalent to appointment adjustments.
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The human ingredient stays key in some, however not all, elements of the affected person journey. Eighty-one p.c (81%) of respondents desire to seek the advice of a human for medical recommendation and 74% need to focus on their private well being data with an individual moderately than an automatic agent. This highlights a transparent desire for human help in most care supply areas. Nevertheless, sufferers indicated they’re okay with AI dealing with administrative duties equivalent to updating fundamental data like an handle change (60%), managing requests for prescription refills (56%), and scheduling routine appointments (42%).
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AI might break down obstacles to care. Thirty p.c (30%) of folks have prevented in search of medical care due to embarrassment or discomfort in discussing their well being circumstances with a human consultant. Sixty-seven p.c (67%) of people indicated they’d really feel extra comfy making appointments for delicate well being points with a web based chatbot than a human employees member, suggesting AI might play an important position in breaking down obstacles to take care of stigmatized well being points. In truth, the main optimistic side of healthcare AI chatbots cited by People was that they don’t choose (48%), adopted by they don’t rush sufferers (38%), and they don’t make them really feel silly in the event that they don’t perceive one thing (36%).
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Regardless of its potential, considerations round AI stay. The highest worries sufferers have about the use of AI in healthcare embrace inaccuracies in its responses (26%), information privateness points (24%), and the concern of shedding the human contact in caregiving (24%). Sufferers additionally consider extra oversight is required over the use of AI in medical settings, with simply 23% of respondents saying there have been presently sufficient rules.
The Talkdesk U.S. Client Healthcare Survey was performed in August 2024 on the on-line platform Pollfish and collected the views of 1,000 males and ladies aged 18 and over.
Supporting Quotes
Patty Hayward, vp and common supervisor of Healthcare and Life Sciences at Talkdesk, stated: “Healthcare suppliers are wanting to AI as an answer for bettering effectivity and decreasing complexity inside the U.S. healthcare system. Whereas our findings clearly present that sufferers are prepared and anticipating AI to help them in navigating the system and dealing with administrative duties, the human contact stays important for offering medical recommendation and private well being inquiries. As we transfer ahead, will probably be necessary for healthcare suppliers to responsibly combine AI to improve effectivity and personalization whereas sustaining the experience that human caregivers can present. That is how the trade can leverage AI to enhance the affected person journey.”
About Talkdesk
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