A recent survey by CRM developer Pegasystems reveals that 100% of top-performing companies – across a variety of industries – are using artificial intelligence (AI). More specifically, 56% of these top performers are investing in AI to personalize and continuously learn from customer interactions. Yes, once the fodder of sci-fi novels and TV, AI is proving to be a powerful tool for helping businesses get and keep their customers engaged.
From chatbots and voice-powered personal assistants (think Siri and Alexa) to those pesky retargeting ads that follow you around Google and Facebook, AI makes it possible for businesses of all shapes and sizes to analyze tremendous volumes of customer data and in turn:
- Better anticipate customer needs;
- Create highly personalized sales / marketing campaigns and educational content; and
- Empower customer-facing associates to provide timely and relevant responses and offers.
In healthcare, AI is being used in similar ways to support patient engagement. A couple of real-world examples include:
- “Ann,” the virtual online assistant on insurer Aetna’s website, chats with patients live and answers routine healthcare benefits questions through speech-to-text technology.
- Lark’s AI Health Coach supports weight management and diabetes prevention by monitoring a patient’s health through phone sensors and integrated health devices. The technology then mimics nurses’ empathetic counseling through text-based interventions.
While AI can seem overwhelming and prompt even the most seasoned business leaders to question where to begin, PointClear Solutions’ Vice President of Technical Services, Michael Atkins, suggests getting started with these 5 steps:
1. Identify a specific problem to solve.
Taking a rifle-shot approach, rather than a shotgun approach, will help you stay focused. It will also make it easier for you to determine exactly who needs to be involved in your effort.
2. Determine the value of your AI project.
Assess the potential business and financial value of your effort, and ensure it ties to your goals in each of these areas.
3. Get familiar with existing and emerging AI options, so that you can pinpoint the right solution for your business.
Working in close partnership with a technology consulting partner can make this process much easier.
4. Dig into your data.
Determine which existing data can be leveraged to move your project forward – and where gaps may exist. Other questions for your IT team include:
- Is your data clean? (If not, enable and enforce data standardization across your organization. This step will help you down the road.)
- Can your data be transferred into and out of your various systems securely? Doing so can be especially difficult with older, legacy IT systems.
- Is there data outside your organization (e.g. population data, etc.) that can augment what you already have?
5. Address “time and talent” gaps.
Limited internal capabilities and bandwidth can make complex technology projects even more so. A software partner with experience and expertise in both healthcare and emerging technologies can help you define and deliver to expectations – minus the hair pulling.
To learn more about this blog topic or to connect with one of PointClear Solutions’ technology experts about our digital strategy, design, development, and/or management services, Contact Us. (And don’t forget to follow us on LinkedIn for more great content!)
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