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ChatGPT and Healthcare! This is going to be a game changer!


ChatGPT is going to be as big a game-changer in the contact center world as CRM was back in the day! I am going to share with you in this article my insights in how Chat GPT can support healthcare delivery within our contact centers!

What is ChatGPT? The goal of ChatGPT is to provide a conversational and efficient way for people to get answers to their questions and help with various tasks, making their lives easier and more productive.

What does GPT Stand for? "Chat Generated Personalized Technology" also I have seen where it's referred to as "Generative Pre-Trained Transformers".

How can it help us in our contact centers and where can it add value to direct to patient services?

Enhanced Efficiency - The technology can handle multiple customer queries simultaneously, thereby reducing waiting times and enhancing response times. This will help to improve the overall efficiency of contact centers.

24/7 Availability – Its available and can operate around the clock, which means patients can access their healthcare services at their convenience and across multi time zones.

Cost Savings – By automating basic customer inquiries, ChatGPT can save on the costs of hiring and training customer service agents. ChatGPT can also help with the on-boarding of new team members - leading them through the process and leading them through training modules. Also the ability to customize training material to the learners style of learning.

Multi-Language Support - The technology can support direct to patient services in their local language. This will help to build more regional or globalized support models that will drive efficiencies in your contact center operations.

Improved Customer/Patient Experience – ChatGPT can provide instant and accurate responses to queries, resulting in an enhanced Cx/Px experience.

Generative AI - It can be used to identify patterns and trends in customer interactions, which can help contact center managers make more informed decisions. Additionally, generative AI with ChatGPT can be used to analyze customer/patient sentiment and provide valuable insights into how they perceive your products and services.

New Digital Services - ChatGPT can be a key component of launching new digital services and ensuring that they are relevant to patient needs that drive better health outcome. Also, the ability to move patients to these different services throughout their healthcare journey.

Automated Call Quality Monitoring - ChatGPT can be used to automate most of the Call Quality Monitoring processes in a contact center. The technology can provide insights into call quality, agent behavior as well as intimation leading to improved NPS.

One watchout - whilst ChatGPT can be a game changer it cannot replace the human touch and empathy. The secret sauce will be a unified service offering that utilizes ChatGPT but has the ability to understand when to bring in the human element!

Overall, ChatGPT can reduce the workload of contact center agents, while still providing a high-quality customer/patient experience. ChatGPT can also provide important insights into customer behavior and preferences, which can be used to tailor product and service offerings and improve the customer/patient experience.

Want to know more? Please reach out and let's connect today!

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