AI member outreach for health plans automates the outbound campaigns that used to run through call center staff, mail vendors, and manual dialing lists: appointment reminders, care gap alerts, open enrollment updates, satisfaction surveys. Health plans using it typically cut cost-to-serve by around 50%, because the AI absorbs volume that...

AI call deflection is the practice of routing incoming calls away from live agents and into automated self-service, so customers get resolved without ever waiting in a queue. Done well, it cuts agent workload, shortens hold times, and lowers cost-to-serve, all while improving the outcome for the person calling in....

A new HIMSS Global Market Insights study just confirmed what many of us in the industry already feel: healthcare AI is advancing – but unevenly, and for most organizations, too slowly. The study surveyed 345 healthcare executives and IT leaders across North America, EMEA, and Asia Pacific. The headline finding...

Across the contact center industry, AI investment has never been higher. Productivity tools have been rolled out, internal copilots have been deployed, and employees at many organizations are using AI to draft communications, summarize interactions, and move faster through their workday. Meanwhile, in those same organizations, customers are still navigating...