Greater Client Engagement with Artificial Intelligence and Machine Learning.

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 The healthcare sector is in the midst of a transformation by way of the adoption of Electronic Medical Records (EMR) solutions coupled with numerous other technological advances that are paving the way for new types of treatment and patient monitoring. In concert, the business model for healthcare is also changing to a consumer-centric model where the client has more and more choice in their service provider.

At this point, it is prudent to note that the Healthcare sector is ultimately a customer services industry, which as with any other business, is facing growing consumer expectations.

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The patient/client journey, like any services industry, starts with the search for a service provider. In this day and age, this means using a traditional staffed reception service must be augmented with the use of social media and other digital technologies, to increase engagement in services.

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Looking at the stats, you quickly realise that Australians are a very technologically savvy community with over 17 million Facebook users and on average nine connected devices per household. And using these skills more than 80%[1] of the community will search the internet for their health-related issues before making an appointment.

Using non-traditional methods of client engagement, i.e. through Artificial Intelligence (AI) and Machine Learning (ML) will foster greater client engagement. The use of AI and ML to facilitate everyday tasks such as bookings, enquiries and general Q&A even after the business day has ended will drive consumption.

The advancement in AI and ML provides an opportunity to be flexible, agile and with a feature-rich experience, a few which are depicted below provides the client with an experience based on personal choice.

To see how AWS Lex can work to book an appointment, check out my post-https://www.linkedin.com/feed/update/urn:li:activity:6396309427741388800

All AWS services require to run this model are available within Asia Pacific (Sydney) region except Lex, and it’s just a matter of time when the entire technology stack will be available in Australia. The organisation must review the legislative requirements while storing Health relevant Data. A similar / near similar model with a Serverless architecture can be achieved with Azure (protected classification certified by ASD) or GCP services.

This article was originally published in 2018

https://www.linkedin.com/pulse/greater-client-engagement-artificial-intelligence-machine-rehan-raza/




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