How AI is redefining customer service in healthcare

If you’ve ever called a hospital only to be put on hold, you know the frustration. Imagine calling to schedule a doctor’s appointment and hearing, “All our agents are currently busy; please stay on the line.” Minutes tick by, and by the time you get connected, the experience is already a bit soured. It’s no surprise that about 60 per cent of patients don’t want to wait on hold for more than a minute.

Healthcare needs a better way to engage, and AI may be the answer.

Healthcare organisations invest a lot in customer service. For example, a top US healthcare organisation fields over 40 million inquiries a year, with questions about benefits, claims, provider details, and more. Yet, with healthcare demand constantly in flux, wait times pile up. That leaves patients stuck in the bottleneck, waiting longer than they’d like for simple answers.

Enter AI. The rapid advancement of AI technologies has begun to reshape what was once thought impossible in various industries, including healthcare. AI-powered virtual assistants are now capable of managing routine inquiries, scheduling appointments, noting patient concerns, and providing basic medical information, thereby reducing the burden on human agents and allowing them to focus on more complex tasks.

AI goes beyond enhancing call centre efficiency

It goes beyond that. AI isn’t just going to enhance call centre efficiency, it is going to redefine what the future of customer service looks like in various industries including banking, healthcare, insurance and retail.

With AI, call centres aren’t what they used to be. These virtual assistants don’t sound robotic or scripted; they’re trained to engage like human agents but eliminate wait times and minimise errors. AI’s personalisation is also a big plus. It remembers patients, offers reminders, and even suggests resources for chronic conditions. In short, AI aims to make every interaction smoother, more helpful, and tailored to each patient’s needs.

Beyond call centres, AI’s integration into healthcare customer service extends to various digital platforms, creating a seamless, omnichannel experience.

Patients can receive appointment reminders via text messages or access lab results through secure mobile apps, reducing the need to navigate complex phone systems.

Today, AI-driven customer service is extremely important for healthcare providers. Notably, 82 per cent of patients consider quality customer service as the most important factor when choosing care.

Additionally, AI has been shown to improve customer engagement by 72 per cent in healthcare settings, which makes the adoption of AI a top priority for healthcare providers.

A global case study for the use of AI in healthcare is Renew Physical Therapy. With five California clinics, it struggled with last-minute cancellations, impacting revenue and staff efficiency. After implementing Penciled’s AI assistant, Whitney, they saw results in just one week.

Whitney filled 17 open slots, generating $1,657 in additional revenue and saving nearly nine hours of administrative work. This seamless integration not only streamlined operations but also strengthened patient engagement.

Ultimately, AI is not here to replace human interaction but to enhance it. It’s about building stronger patient-provider relationships and redefining what customer service can look like.

The future of customer service is undeniably AI-powered, and the healthcare sector is no exception. As technology rapidly evolves, businesses that fail to embrace AI risk losing ground to competitors who use it to streamline operations and enhance customer experiences.

Early adopters of AI, especially in healthcare, are positioning themselves as leaders in both efficiency and patient satisfaction.

Adopting AI isn’t just about keeping up. It’s about maximising growth potential and exploring new avenues for innovation. In an increasingly competitive landscape, AI is more than an advantage; it’s a strategic necessity that allows businesses to thrive and set new standards for service.

By automating repetitive tasks and anticipating patient needs, AI allows human agents to focus on providing empathetic support during critical moments.

The question now isn’t whether AI will transform healthcare customer service; it’s how swiftly providers will adopt these technologies to meet the growing demand for accessible, efficient, and personalised care.

The writer is the CEO and co-founder at ClusterLab.