Personalized services already make up a large part of the retail and financial sectors. The ability to reach patients with direct services using technology is all the more important as the need for chronic care continues to grow.
"Personalized approaches are important because everyone's health and well-being is complex," said Yoona Kim, CEO and co-founder of Arine, a San Francisco-based health technology company that combines data science with clinical expertise in artificial intelligence (AI ).
Many healthcare organizations use technology to add value to their services. "We want our technology experience to improve, not replace, the human connection," said Nikki Caputo, senior director of experience and innovation at UCHealth.
For UCHealth, a nonprofit network of 12 acute care hospitals and more than 150 clinics in Colorado, Wyoming and Nebraska started with a comprehensive AI strategy.
“Two years ago, we started operationalizing our conversation AI strategy. The voice has always been a part of it. More importantly, people have a choice to access information, ”says Caputo.
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In the summer of 2019, UCHealth began using the Livi capability on Amazon Alexa speakers as a virtual assistant for patients and their caregivers. Users can ask questions about health conditions and location information for practitioners or certain doctors.
"You can ask Livi to find the nearest urgent treatment, and she will tell you the closest location and send a text message with contact information and directions," says Caputo.
Caputo states that there are several use cases for voice-controlled technologies and that the organization knows the possible challenges.
"If Alexa doesn't understand the customer's voice when she asks for a doctor's phone number, that's a problem," says Caputo. “We want to use conversation AI to provide more personalized experiences to build closer relationships with our customers. To do this, we need to ensure that our integrations are completely secure. "