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 ...
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 ...
"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, ...
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. ...
There are certain industries where technology will never entirely replace the human element and person-to-person interactions. The healthcare industry is one such example. While technology has proven to be an important aid in many ways, there is just no replacement ...
Looking for a best practice? Here’s an idea… Blog by Angela Fieler I have been focused on improving the patient experience for the better part of my adult life. Over the years, one thing I’ve learned is that a best practice doesn't ...
I once read a great quote, “An apology is the superglue of life. It can fix just about anything.” I don’t know where the quote originated but it became etched in my mind because of its simple truth. A simple ...
The digital front door is opening wider every day, and with it, consumer convenience in everything from scheduling appointments to paying bills and asking medical questions of their providers. But be careful not to put all your eggs in one ...
In the competitive world of healthcare, customer service has the biggest impact on an organization’s reputation and success. Your brand is a promise. It should reflect your commitment to delivering a consistent patient experience. The big question is whether your ...
