Welcome to the Empowered Patient Podcast with Karen Jagoda. This show is a window into the latest innovations in applying generative AI, novel therapeutics and vaccines, and the changing dynamics in the medical and healthcare environment. One focus is on how providers, pharmaceutical companies, and payers are empowering patients. In addition, conversations are often about how providers, care facilities, pharmaceutical companies, and payers are being empowered by technology to improve patient outcomes and reduce friction across the healthcare landscape.
Popular Topics
- Virtual and digital health
- Use of AI, ML, and LLM in healthcare and drug discovery, development, trials
- Value-based healthcare
- Precision and stratified medicine
- Integration of digital technology into existing workflow and procedures
- Next-generation immuno, cell, and gene therapies
- Vaccines
- Biomarkers, sequencing, and imaging
- Rare diseases
- MedTech and medical devices
- Clinical trials
- Addressing Social Determinants of Health
- Treating chronic conditions like obesity and pain
- Clinician and staff burnout
The audience includes life science leaders, researchers, medical professionals, patient advocates, digital health entrepreneurs, patients, caregivers, healthcare solution providers, students, journalists, and investors.
Check out our new EmpoweredPatient.Solutions site where you can quickly search all of the Empowered Patient Podcast interviews by any word or phrase to identify useful resources, potential partners, and insights about the life sciences landscape.
Leveraging AI to Enhance Healthcare Contact Center Productivity and Patient Engagement with Patty Hayward Talkdesk TRANSCRIPT
Download PDFAug 27, 2024
Patty Hayward, general manager for healthcare and life sciences at Talkdesk, talks about transforming the traditional call center into one that uses AI and large language models to make it easier for patients to get help and free up call center staff to focus on value-added tasks. The technology supports call center agents in their conversations with patients and helps avoid escalations. Outbound messaging prompts patients to take action, reinforcing conversations with call centers to improve patient outcomes.
Patty explains, "Because AI has been around for a long time, we’ve had AI infused in our platform for many years. But these large language models that have come speeding into the market have enhanced how we use AI in such a great way and allowed us to more easily support patients and agents in their journeys. We in healthcare do not make these journeys easy. They’re very complex. There are a lot of things going on, and quite frankly, deployment and training of these models can be really difficult. So these large language models have helped democratize a lot of this AI so that you don’t have to have a full IT staff devoted to doing this, which I think has been great."
"Then there are things you need a human for. A human in the loop is really important in healthcare because of the complexity we discussed. So, being able to support the agents, listening to the conversation, and bringing out things like the next best actions. What should that patient be doing next? How does that go without having to read articles or have tons of tabs behind your call center product or sticky notes all over the screen? I’ve seen this in numerous call centers to help coach those agents to make sure that they’re answering calls correctly. Also, the first time the patient calls, she gets what she needs and is not transferred needlessly."
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