What Happens When Your Bot Can't Solve the Problem I typed "talk to a human." The chatbot said: "I don't understand your question." I tried "representative." The chatbot said: "I don't understand." I tried "none of the above." The chatbot ...
I asked for a human. The system transferred me. Someone—or something—responded. And I still wasn't sure if I was talking to a person or a bot. Here's what I've gotten very suspicious of: When you get transferred and you know it's not ...
Healthcare and other organizations are increasing using automation, specifically AI automation, to expedite a wide range of processes and interactions. That can be a very good thing, for organizational efficiencies and for patient experiences. But these interactions don’t always work the ...
Understanding patient experience and what influences decision-making is a strategic priority across the healthcare industry. But getting inside the heads of consumers can’t be achieved solely with surveys. Using qualitative research including ethnography or observational research is incredibly revealing. Our ...
"I was so upset and confused. And I didn’t know who to tell." That's what a friend of mine said after a physician on the surgical team entered his room the night before his cancer surgery and said, "The procedure they’re ...
AI spotlights the need for human connection You may or may not realize it but many of the conversations you have with the companies and brands you’re a customer or client of aren’t taking place with people—they’re taking place with bots, ...
Compassion is the Foundation of Human-Centered Care This past week has been one of the most taxing in my life. Losing our home to a fire that destroyed everything has been devastating but, as with any tragedy, there are blessings. In the ...
My friend “Terry” recently shared a story with me that is a great reminder that what may be a common experience for healthcare professionals can be terrifying to the patient. Terry said that her brother had an uncontrollable nose bleed. ...
Many hospitals and healthcare systems may be not-for-profit, but that doesn’t mean they don’t want a healthy bottom line. Healthcare organizations are laser-focused on return on investment (ROI) these days as they deal with increasing competition, increasing patient demands, and ...
Literally all of the healthcare systems we work with have policies to protect the safety and wellbeing of patients and employees. Things like consistent hand washing when entering and leaving a patient room are non-negotiable expectations. By putting them in ...
