The Untapped Potential of AI in Understanding Patient/Member Experiences

Tom Sullivan, Innovation Lead, Optum.  Call center voice data is a largely untapped resource among many healthcare organizations today.  In this session, Tom discusses how emerging AI technologies are being applied to voice and data at scale to truly transform customer experiences and their healthcare outcomes. Both health systems and health plans stand to benefit from tapping into the wealth of information that customers share on calls with appointment schedulers, care managers, and customer service agents to understand what they were doing right and where they could grow and improve. This information can help them upgrade existing processes, design new programs, resolve challenges and better understand and serve both patients and members, all while lowering costs and improving outcomes. From a population health perspective, health systems can also tap into call center voice data to better understand different patient populations and better manage and even anticipate patient care needs.